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JOB SUMMARY

The Help Desk Technician provides support services to internal users of the organization’s computer systems and data processing network. Acts as a ?rst level problem identi?cation and resolution resource, including answering questions, providing advice, troubleshooting, and following-up to assist users in solving their own data processing problems. The Help Desk Technician provides a valuable service to customers and clients.

PRINCIPLE FUNCTIONS includes the following, other duties may be assigned:

+ Aid users who experience technical problems.

+ Provide Tier I software and hardware support.

+ Coordinate application, hardware, and software problems problem resolution with IT areas as necessary, and tracks, reports, and resolves recurring problems within scope of Level I support expectations.

+ Diagnose and resolve user trouble tickets using documented procedures and checklists in the performance.

+ Enter IT trouble ticket information and data into IT ticket system.

+ Escalate user trouble ticket problems to Level II or Level III technical support as necessary.

+ Collect, collate, and report user feedback to Director of IT

JOB KNOWLEDGE & QUALIFICATIONS

Education

Associate degree in Computer Science, Information Systems, or other related field strongly preferred.

Training and Experience

+ Minimum of two (2) years’ experience executing the duties of a Help Desk Technician or similar position

+ Health care setting preferred.

+ Electronic Health Record experience preferred.

+ Meditech or Athenahealth.

Certificates, Licenses, Registrations

+ Comp TIA A+ or Microsoft Certified Professional preferred.

+ Service Desk/Customer Service certification desired.

Benefit Information and Wage Transparency:

WhidbeyHealth Employees who work a 0.5 FTE or higher are categorized as, “benefit eligible”.

Click here for benefit information. (https://whidbeyhealth.org/wp-content/uploads/2022/12/WhidbeyHealth-Benefit-Information.pdf)

Wage Range: $21.240 - $32.593