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14 Jan Help Desk Coordinator

Posted at 16:53h in Jobs by

The position of the Help Desk Coordinator has the primary responsibility for providing technology support for Seminole Hospital District employees and business associates who call the help desk with information technology issues.  The Help Desk Coordinator must diagnose and troubleshoot PC, software, EHR, and printer issues as well as network issues via telephone, voicemail, email, or the ticket logging system available to all end users.  The Help Desk Coordinator will normally resolve an estimated 30-40% of calls immediately while on the phone with the customer and respond in person to the applicable departments when necessary.  When appropriate, the Help Desk Coordinator will escalate issues to others within, or affiliated with, the IT Department to enhance the efficiency and effectiveness of the response to the customer.  The Help Desk Coordinator is required to assist the IT Dept with daily operations such as, but not limited to, running network cables, configuring new PC/Laptops, device maintenance, patch management, inventory management, and working the on-call rotation.


Department: Information Technology
Reports To: Director of Informatics & Technology
Location: Seminole Hospital District

Supervises: No one

Responsibilities

  1. Help Desk Coordinator will participate in planning, testing, implementation, and ongoing support activities.
  2. Escalates complex issues to other staff within the IT and/or Informatics departments as necessary and required.
  3. Works and manages time and tasks under limited supervision.
  4. Manages requests for IT support assistance from users, determines the cause of the problem, and provides a solution or escalation as appropriate.
  5. Gathers necessary information from users to adequately troubleshoot or escalate the request or problem.
  6. Maintains a record of help desk requests and responses in ticketing system from opening to closing of a ticket.
  7. Responds immediately to a request or problem if within personal areas of expertise.
  8. If escalation is necessary, directs the request or problem to the most appropriate support personnel (Clinical Applications Specialist, Network Engineer, Director of IT, etc.).
  9. Follows up with users to ensure that requests or problems have been satisfactorily resolved.
  10. Working with other staff to define problems and devise solutions, assist with work-flow analysis and process redesign.
  11. Performing diagnostics of network, software, and hardware issues.
  12. Assist with monitoring, maintenance, support, new implementations and upgrading of all IT infrastructure, network, and communication systems.
  13. Understanding basic security concepts and best practices.  
  14. Installing, configuring, and troubleshooting desktop PC’s, laptops, software, audio/visual components, printers, etc.
  15. Recommends possible system changes to enhance overall system effectiveness based on identified needs and industry trends.
  16. Performs other duties as required by director.

Required Education and Experience

  1. 1+ years of proven experience in a customer service role
  2. High School Graduate or equivalent
  3. Basic computer and technical skills

Skill Requirements

  1. Ability to multi-task, work in a fast-paced environment, and work cooperatively with others.
  2. Must be able to work independently or as part of a team.
  3. Must have strong experience with delivering excellent customer service.
  4. Must have strong attention to detail.
  5. Strong problem-solving and critical thinking skills.
  6. Organizes, prioritizes, and completes work responsibilities within established parameters.
  7. Must possess a strong desire to learn and grow IT skills.
  8. Ability to independently manage time
  9. Excellent organizational skills.
  10. Ability to communicate effectively.
  11. Detail oriented with ability to analyze situations.

Preferred Experience

  1. 1+ years accessing servers
  2. CompTIA A+ certification desired
  3. 1+ years’ experience with maintenance and management of IT infrastructure
  4. 2+ years of proven experience in a helpdesk or technical support role
  5. Associates degree or higher
  6. Knowledge of Active Directory.
  7. Knowledge of conferencing platforms such as MS Teams, Zoom, Webex, etc.
  8. Knowledge of Windows environments, e.g., Windows 10.  
  9. Basic technical knowledge of IT infrastructure, network, and communication systems including configuration, implementation, analyzing, troubleshooting, and repair skills.
  10. Basic knowledge of cybersecurity best practices.

Other Requirements

  1. Must be able to be on-call on a rotating schedule and able to respond to calls within 30 minutes, including after hours and weekends.
  2. Must be able to respond to occasional, sporadic call outs, either remotely or on-site, to assist other IT and Informatics staff with complex callouts.

Work Conditions

Occasionally highly stressful

Work indoors and outdoors in various weather conditions

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  1. Extended periods of sitting and standing
  2. Manuel dexterity
  3. Repetitive motion
  4. Climbing
  5. Crawling
  6. Visual acuity
  7. Hearing acuity
  8. Bending and kneeling
  9. Walking
  10. Pushing and pulling
  11. Lifting >= 50lbs.

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