Help Desk Associate

Description/Specification:

• Customer Support: Responding to queries and issues from users, providing technical assistance, and resolving problems with computer hardware, software, or peripherals.

• Troubleshooting: Diagnosing and resolving technical issues, such as network connectivity problems, software errors, and hardware malfunctions.

• Ticket Management: Logging and tracking support tickets using help desk software, ensuring that issues are resolved within established service level agreements (SLAs).

• Documentation: Creating and maintaining documentation related to troubleshooting procedures, solutions, and user guides.

• User Training: Providing basic training to users on how to use hardware, software, and other IT systems effectively.

• System Maintenance: Assisting in routine maintenance tasks, such as software updates, patches, and system upgrades.

• Communication: Communicating with users and colleagues effectively, both verbally and in writing, to provide updates, instructions, and support.

• Collaboration: Collaborating with other IT teams and departments to resolve complex technical issues and improve overall system performance.

• Quality Assurance: Ensuring that support services meet quality standards and that issues are resolved in a timely and efficient manner.

Compliance: Adhering to company policies, procedures, and security guidelines, especially regarding the handling of sensitive information and data protection.

Requirements

• A degree in information technology, computer science, or a related field is preferred.
• Previous experience in a healthcare help desk or technical support role is advantageous.
• Familiarity with healthcare information systems, Electronic Health Records (EHR), and medical devices.
• Strong problem-solving skills and the ability to work well under pressure.
• Excellent customer service and communication skills.
• Knowledge of HIPAA regulations and other healthcare industry standards.