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IT Helpdesk Support

Summary

The HIT Department is seeking IT helpdesk support specialists to assist with the day‐to‐day IT requests received from internal and external users.


Duties and Responsibilities

  • Serve as the first point of contact for internal and external users seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by the end‐users
  • Walk the end users through the problem‐solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products and services
  • Record events and problems and their resolution in Track‐IT and tracking log sheets
  • Timely follow‐up with end users to ensure issue has been resolved
  • Pass on any feedback or suggestions by end‐users to the appropriate internal team and management
  • Inform management of recurring problems
  • Stay current with system information, changes and updates
  • Identify and suggest possible improvements on procedures and workflows
  • Train external users on functionality of web portal
  • Other special projects as requested by management

Qualifications:

  • Bachelor’s Degree or High school graduate
  • Minimum of four years’ experience working in a similar IT helpdesk position
  • Strong commitment to detail with ability to work with little supervision
  • Effective verbal, written communication and organizational skills
  • Effective organizational skills
  • Working knowledge of MS Office suite of products, networks, servers, MS Windows, printers, scanners, other computer related hardware, and phone systems

Knowledge, Skills and Abilities Required:

  • Eagerness to contribute in a team‐oriented environment; able to multi‐task in a very fast paced environment
  • The ability to communicate information and speak clearly about ideas so others will understand
  • Strong Microsoft Office applications skills
  • Creative problem‐solving ability and dedication to accomplishing goals and challenges presented on a daily basis from internal and external users
  • Ability to interact with various levels of management and users
  • Proven ability to take initiative to move daily work forward
  • Able to follow, critically evaluate, and improve upon current processes
  • Ability to use sound judgment in completing tasks and to seek guidance when needed
  • Good interpersonal skills

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Job title: IT Helpdesk Support

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