Helpdesk Support I

POSITION SUMMARY

Works closely with Mount Nittany Health (MNH) users and Information Technology (IT) staff by providing first, second, and occasionally third-tier support with a high degree of customer service, technical expertise, and timeliness including documentation, troubleshooting, and resolving technical or administrative issues. Monitors the performance of MNH's information systems which include network servers, background processes, interface engines, ancillary systems, and physical/environmental appliances. Uses appropriate software and monitoring tools to ensure continuous operation of MNH’s information systems. Performs routine maintenance and daily tasks necessary to ensure MNH information system integrity. Supports organizational projects that enhance the operations of MNH’s information systems.

MINIMUM REQUIREMENTS

Education:

1. High school diploma required.
2. Bachelor’s Degree in related field (IT, Health Administration, etc.) preferred.

Experience:

1. One year experience in a health care environment preferred. 
2. One year experience with current Microsoft operating systems and Microsoft Office applications in either a work or educational setting is required.
3. Minimum of one year face-to-face or telephone-based customer service experience preferred.

Knowledge, Skills, Abilities:

1. Excellent communication and organizational skills required.
2. Exercises strong interpersonal and communication skills, especially in the area of communication between technical and clinical staff.
3. Attends and participates in all scheduled departmental training.
4. Participates in other education opportunities and is aware of current trends in field.
5. Conducts business in a professional and cordial manner that upholds the integrity and reputation of Mount Nittany Health.
6. Excellent organizational and teaching skills.
7. Excellent analytic and interpretive skills and the ability to understand and adapt to changes in requirements and priorities.
8. Strong abilities in Microsoft operating systems and Microsoft Office applications (excluding Access)
9. Ability to work independently and/or collaboratively toward stated goals.
10. Working knowledge of computer hardware components and terminology is required.
11. Interest in, and enthusiasm for, computerization and its potential for improving inter- and intra-departmental efficiency and effectiveness.

License/Certification/Registration:

None

SUPERVISION RECEIVED

Receives general supervision from the Supervisor, Information Technology Customer Service.

SUPERVISION GIVEN

None

ESSENTIAL FUNCTIONS

1. Supports MNH’s users and IT staff.
   1. Demonstrates knowledge of the support tools used by the Helpdesk – particularly System Center 2012 Configuration Manager (SCCM), Bomgar, KACE System Deployment Appliance (k2000), KACE System Management Appliance (k1000), Active Directory, NEWT, Recover Keys and the Information IT ticketing system.
   2. Receives initial Helpdesk support requests via phone or online and responds appropriately per protocol.
   3. Provides immediate telephone resolution to the end-users’ technical problems whenever possible.
   4. When necessary and appropriate (per departmental protocol), locates the end user and troubleshoots/resolves the issue on-site if it cannot be resolved remotely.
   5. Refers technical problems to appropriate support personnel (per protocol) when a solution cannot be found in a reasonable timeframe.
   6. Develops and maintains entries in Wisdom (knowledge base) as assigned.
   7. Assists in the setup of audio visual needs across the MNH facilities.
   8. Images and deploys computers utilizing designated tools.
2. Monitors the performance of the MNH’s information systems which include network servers, background processes, interface engines, ancillary systems, and physical/environmental appliances.
   1. Uses appropriate software and monitoring tools to ensure continuous operation of critical MNH information systems.
   2. Monitors MNH’s information systems and, in accordance with protocols, notifies end-user’s and\or on-call support personnel when unable to resolve malfunctions.
   3. Per protocol or instruction, notifies the appropriate vendor support personnel in the event of system malfunctions when necessary.
   4. Maintains the vendor dial-in record within the IT ticket system.  Notifies the appropriate IT staff person of the dial-in.
   5. Complies with logical & physical access policies/policy to maintain system security & data integrity.
3. Performs routine maintenance and daily tasks necessary to ensure MNH’s information system integrity. 
   1. As per protocol, conducts backup processes that assure the recovery of data and critical applications in the event of a failure.
   2. Performs scheduled operational tasks which ensure data integrity between systems or the passage of data between systems.
4. Supports organizational projects that enhance the operations of MNH’s information systems.
   1. As assigned by the supervisor, assists other staff in completing the daily operations of the IT department.
   2. As assigned and per protocol, actively participates in projects.

NON-ESSENTIAL FUNCTIONS

Performs related and miscellaneous duties as assigned.