IT Help Desk Assistant
Agrace HospiceCare - Madison, WI

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Summary
The IT Help Desk Assistant, under the direction of the IT Help Desk Manager, is responsible for answering and routing all calls, emails and walk-ins from Agrace HospiceCare staff into the Track-It! system. Provides first level support to troubleshoot, identify, resolve, report computer and network problems and schedule service calls to technical staff through the Track-It! system. The Help Desk Assistant is responsible for account management; which includes but is not limited to Active Directory, Cisco Systems, cell phone databases and inventory lists. This role is also responsible for creating, editing and uploading IT documentation to our systems.

Job Functions
Essential Functions
1. Coordinate Help Desk management (Percentage of time: 70%)
a) Provides first level support to troubleshoot, identify, resolve, report computer and network problems and schedule service calls to technical staff through the Track-It! system
b) Promotes a customer care philosophy that ensures customer satisfaction that interacts with internal and external clients on all levels to help resolve IT related issues in a timely manner
c) Follows SOPs related to the Help Desk
d) Creates and maintains user, security and distribution units in Active Directory
e) Assists with development of training materials, procedures or policies
f) Follows all SOPs to ensure that ePHI is secure on all equipment and systems
g) Provides technical assistance and training to end users as needed
h) Acts as a resource for Suncoast Mobile installs and refreshes
i) Provides on-call support when scheduled

2. Assists with Equipment Management (Percentage of time: 10%)
a) Sets up, configures and maintains equipment within Track-It! system
b) Sets up equipment for events and memorials based on requests
c) Develops and maintains documentation as assigned by CIO, IT Director and IT Help Desk Manager

3. Assists with Telephony Systems (Percentage of time: 10%)
a) Sets up, configures and maintains accounts within Cisco system
b) Creates and maintains voicemail accounts
c) Assists in the ordering, set up, configuration and troubleshooting of cell phones
d) Maintains database to ensure all mobile devices are assigned correctly

4. Participates in Continuous Improvement initiative (Percentage of time: 5%)
a) Drives process improvement in areas of responsibility
b) Identifies issues as they relate to process improvement and customer satisfaction
c) Follows through with system improvement changes
d) Continually maintains and enhance knowledge of the latest computer technology in order to follow best practices and meet HIPAA requirements
e) Actively seeks opportunities for learning and professional development
f) Supports organizational efforts focused on continuous improvement

Other Job Functions
5. Miscellaneous (Percentage of time: 5%)
a) Participates in mandatory educational requirements
b) Meets regular attendance requirements as scheduled
c) Performs other duties as assigned

Education & Licensure
1. Post high-school education in a computer-related field (Associate degree preferred) or 2 years of relevant experience

Agrace HospiceCare - 23 months ago - save job