Help Desk Specialist
Valley Health Corporate - Winchester, VA

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Under minimal supervision the employee should be able to troubleshoot computer systems problems and provide solutions using product knowledge, system utilities and other available resources. Must be able to follow established policies, procedures, operating instructions and processes to provide the highest quality customer support to VH customers via telephone and in-person. Must log and properly document and prioritize all calls in HEAT. Maintain working knowledge of all Help Desk related policies, procedures, applications, current hardware, basic network configurations through on-going training and self initiated research and study. Demonstrate a consistent sense of urgency on high priority open issues to ensure a timely resolution. Ensure timely follow-up on all assigned open HEAT tickets. Must be able to work and train team members as required. Must be able to participate in after hours and weekend support as required for special projects. Must be able to multi-task in a stressful and fast paced environment. Must be able to handle difficult customers in a positive, courteous and confident manner. Must be able to communicate technical solutions to a non-technical VH customer.


College/Technical AA degree strongly preferred
At least four years experience in Help Desk/Technical support preferred
Microsoft Certified Desktop Support Technician (MCDST) certification required, or must complete within six months of hire
Knowledge & experience with current PC hardware, Windows XP, Microsoft Office 2003/2007
Knowledge & experience with Microsoft Active Directory, Exchange, VPN
Criminal Background checks include: Ø
VA State Police Ø
3 rd party Background Check

About this company
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Valley Health is a nonprofit organization serving the healthcare needs of people in and around an area known as the Top of Virginia, as well...