Help Desk Support I

Summary of Position: The Help Desk Support Specialist 1 position will require knowledge in basic computer troubleshooting as well as customer service principles to facilitate supporting CTC staff.

Essential duties include, but are not limited to:

• Respond to any level 1 IT support requests in a timely manner after being assigned.
• Enter requests for support into the ticketing system accurately and according to established processes.
• Monitor technical support web portal for new tickets assigned to level 1 support.
• Setting up desktop computers, laptops, and mobile devices.
• Coordinate deployment of IT equipment as needed.
• Resolve account unlock requests.
• Create new user accounts.
• Assist with keeping IT inventory current.
• Assign and route tickets to appropriate teams and establish priority according to established standards.
• Support VoIP phone system user phones.
• Provide appropriate remote first level support for end users according to existing IT department policies.
• Other duties as assigned.

Qualifications

• High school diploma or GED
• Experience troubleshooting workstation operating system errors and hardware compatibility issues.
• Proficient in the use and troubleshooting of desktop applications including Microsoft Office 365 and Adobe Acrobat.
• Must have exceptional communication skills compatible with a wide range of audiences.
• Experience in a medical environment highly desirable
• Attention to detail, flexibility, and accountability are keys to success in this role.
• Have a personal vehicle available to facilitate traveling to other sites to troubleshoot and resolve support tickets in person, if necessary.
• Eager to embrace differences among people and interact with internal staff as well as external contacts in a culturally competent and respectful manner.
• Be a team player and appreciate that you’re supportive of a group of dedicated individuals providing vital care to those in our community most in need.

We are an equal-opportunity employer. All resumes will be reviewed for education and experience. Employment practices will not be influenced or affected by an applicant's or employee's race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status, or any other legally protected status.