• CAH - IT Support Assistant

    Claxton-Hepburn Medical Center (Carthage, NY)


    CAH- IT– IT Support Assistant -Full Time- Day shift- Req 9036

     

    Pay Grade: 29

     

    Pay Range $22.77-$29.60

    Job Summary:

    The IT Support Assistant is the primary point of contact for staff seeking technology support. This role focuses on user support by answering helpdesk calls, creating and routing service tickets with a warm handoff, and providing first-line troubleshooting for basic issues like password resets and account access. In addition, the Assistant handles essential administrative tasks for the IT department, including scheduling, documentation, vendor coordination, and supporting the staff onboarding process. Success in this position relies on strong organizational skills and a passion for customer service, rather than deep technical expertise.

     

    Essential Duties & Responsibilities

    Helpdesk & User Support

    + Answer IT helpdesk phone calls, emails, and walk-up requests in a timely, professional manner.

    + Log and triage tickets in the IT service management system, ensuring accurate details and prioritization.

    + Assign tickets to the appropriate IT staff member with a warm handoff for smooth resolution.

    + Provide first-line troubleshooting support for routine issues (e.g., password resets, user account unlocks, system access questions).

    Administrative Support

    + Maintain IT department schedules, including meetings, project timelines, and on-call rotations.

    + Assist with departmental documentation, including procedures, user guides, and ticketing reports.

    + Help coordinate vendor communication, purchase requests, and invoice processing.

    + Support onboarding processes by ensuring new staff receive appropriate IT orientation and access setup.

    + Manage external vendor EHR access requests by submitting DocuSign applications, tracking completion, and ensuring timely delivery of system credentials.

    Communication & Customer Service

    + Act as a liaison between IT staff and end users, ensuring prompt communication and follow-up.

    + Provide status updates to staff on outstanding issues and escalate urgent problems when necessary.

    + Promote a positive customer service experience for all staff engaging with the IT department.

    Other Duties

    + Assist with equipment tracking, asset management, and inventory of devices.

    + Support IT staff during major system upgrades or projects by managing communications and logistics.

    + Perform other related duties as assigned by IT leadership.

    Qualifications

    + Education & Experience:

    + High school diploma or equivalent required; Associate's degree or coursework in business, IT, or a related field preferred.

    + Prior experience in administrative support, customer service, or helpdesk support strongly preferred.

    + Knowledge & Skills:

    + Basic knowledge of computer systems, user accounts, and the Microsoft/Windows environment preferred.

    + Familiarity with ticketing systems or helpdesk software a plus.

    + Strong organizational and multitasking abilities.

    + Excellent verbal and written communication skills.

    + Customer-service mindset with patience and empathy.

    + Ability to work collaboratively in a team environment.

    + Work Environment & Physical Requirements:

    + Primarily office-based with frequent phone and computer work.

    + Ability to sit for extended periods and handle multiple phone calls or requests at once.

    *The listed base pay range is a good faith representation of current potential base pay for successful applicants. It may be modified in the future. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts. Carthage Area Hospital and Claxton Hepburn Medical Center are Equal Opportunity Employers. Minority/Female/Disability/Veterans encouraged to apply.