United States onlyThe role of the Help Desk Specialist position is to act as the initial support contact for problems or other reported issues regarding computers and related technologies from internal staff. The specialist is expected to troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing. Of critical importance is for the specialist to have excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment. The specialist must have the ability to explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf applications. Being able to quickly learn support skills for new applications is also very important for the specialist to be successful in this position. In addition to these basic duties, the Help Desk Specialist is expected to act as a mentor to coach and support less senior or less experienced co-workers in a positive manner. Effective time management and project management skills are expected.
H.S / GED and 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position; OR Associate's degree with 2 years’ experience in an IT or call center environment or Bachelor’s degree.
Ideal candidate will have an upbeat personality as well as a proven good balance of outstanding customer service/focus and strong technical expertise to be able to provide an exceptional customer experience. Previous call center/phone support experience in a technical/customer support role highly preferred. Proven ability to maintain a positive and supportive attitude while working in a fast-paced and ongoing-changing environment. Ability to work well independently as well as with others in a team-based environment.
Typing skills 25+ words per minute. Able to spend considerable time on the phone. Excellent computer troubleshooting and problem solving skills. Possess skilled abilities to customize an operating system. Ability to install/configure “off the shelf” applications. Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.). Understand the basics of the Mayo Information Technology infrastructure and how that is used to support Mayo’s primary goals. Demonstrated ability to configure a PC for connection to a network using a common networking protocol. Understanding of Mayo’s focus on patient care and how that affects the priority of Help Desk issues. Understanding of and has demonstrated the ability to use call tracking software and related tools for documentation of call center operations. Understanding of and has displayed the ability to use knowledge base and other online solution resources. Demonstrated ability to prepare new/used PC equipment for, and perform, a fresh (scratch) install of an operating system (manually, not from an image).
Authorization to work and remain in the United States, without necessity for Mayo Clinic sponsorship now, or in the future (for example, be a U.S. Citizen, national, or permanent resident, refugee, or asylee). Also, Mayo Clinic does not participate in the F-1 STEM OPT extension program.
This position will accept applications until 06/01/2024. This deadline may be extended if the necessary candidate pool is not met by this date.
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