Helpdesk Analyst

Position Summary

The Helpdesk Technician addresses end-user computer related hardware or software issues through a ticketing system and is on-site mainly to support employees to resolve technical problems.  This role responds to tickets created by users and offers technical support to employees as customers that use computer systems, hardware, and software. Training on systems is also a responsibility of this position.  This role will require availability and response outside normal business hours (break/fix, upgrades and maintenance).  Position does include On-Call responsibilities.

Key Accountabilities

  • Answer phone calls, emails, and ticket help requests from end users in a courteous manner, build rapport and elicit problem details from help desk customers

  • Train end users on computer use, computer policies, software, hardware, and other technology needs for consistency in learning

  • Contact vendor support for assistance to various end user, hardware, and software problems and coordinate with the vendor for the resolution of the issue

  • Follow the employee hiring process as it relates to technology, to create name badges, accounts, provide training, and creating documentation

  • Responsible for asset inventory for compliance and accuracy

  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and any hardware or software asset actions taken, for monitoring and final resolution

  • Identify and learn appropriate software and hardware used and supported by the organization to be up to date and able to assist customers

  • Troubleshoot basic end user issues (such as, but not limited to password resets, account lockouts, reformatting computers, and user errors) to resolve issues

  • Install software on computers for customers to be up to date and effective 

  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals to ensure continued operation and minimize downtime

  • Be a collaborative team player and have an ability to learn from and mentor others as well as self-educate to keep up with technology growth and change 

  • Maintain and assist with any IT related tasks, tickets, projects overall, even if not specifically job title related

Minimum Qualifications

  • Associates degree in IT, computer systems, or related technology or equivalent combination of education and experience

  • Basic knowledge of Microsoft Office, including Word, PowerPoint, Excel, and Outlook

  • Experience with Microsoft Windows and Office 365 both as and end user and from the Administration side of the solutions

  • Knowledge of laptops, desktops, phones, smartphones, for troubleshooting issues and configuring proper settings according to enterprise management standards

  • Entry level certifications in Microsoft, A+, Net+, or other entry level technology or multimedia certifications preferred

  • Track record of strong communication skills 

Physical Demands

  • Sitting for extended periods of time

  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components

  • Occasional inspection and repair of IT and IT related equipment in easy and hard to reach places 

  • Lifting and transporting of moderately heavy objects, such as computers and peripherals

  • Prolonged periods of standing and walking

  • Occasional squatting, twisting, and reaching

Work Environment

  • Climate controlled office environment

  • Exposure to clinical areas

About Gothenburg Health

Gothenburg Health is a critical access hospital and clinics located in Gothenburg, Nebraska.  This is an opportunity to join an innovative and positive work culture with a growing healthcare provider with unparalleled passion. We offer a competitive salary and benefit package that includes vacation and sick leave, extended illness, health insurance, paid life insurance, paid long term disability, and a defined contribution retirement plan with an employer match.

Apply now online to begin your journey with Gothenburg Health.

 

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