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Associate Help Desk Specialist

Traverse City, MI


Posted on October 23, 2018

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About Associate Help Desk Specialist


An Associate Help Desk Specialist works under the general supervision of the Help Desk/ IS Management. This position assists customers in resolving issues during the first point of contact as well as triaging and promptly prioritizing and escalating open and unresolved problems following established escalation procedures. An Associate Help Desk Specialist will be required to provide verbal, written and interpersonal support to our customers in a customer focused, professional manner. Forms of communications will include telephone, E-Mail, voicemail, chat, and in-person support channels. This is an entry level position for individuals who have met the minimum qualifications/ requirements.



o High School diploma or GED obtained required

o Experience in Information Systems (IS) beneficial

o Experience in healthcare beneficial

o Associate’s or Bachelor’s degree in IS/Business or Healthcare beneficial

Technical Knowledge

o Keyboarding proficiency required

o Basic knowledge of MS Word, Outlook and Excel or equivalent required

o Basic knowledge of Microsoft Windows required

o Familiarity with the command line interface required

o Basic knowledge and troubleshooting skills for laser jet, ink jet, and label printers, scanners, and fax machines required.

o Basic knowledge and troubleshooting skills related to computer hardware and software required.

o Basic knowledge and troubleshooting skills related to TCP/IP network connectivity issues required.

o Strong aptitude for problem solving and advanced troubleshooting techniques beneficial

o IT related certification beneficial

o Basic knowledge of Apple hardware and Operating systems beneficial

o Basic knowledge of downtime operations beneficial

o Basic knowledge of hospital systems and operations beneficial


o Ability to provide professional telephone skills with proper phone etiquette required.

o Ability to completely, and accurately document all customer issues in the current call logging system. ”If it’s not documented it didn’t happen ” required.

o Answer all calls promptly and within established guidelines to ensure a high level of service availability to the customer required

o Opens initial trouble ticket and accurately logs issue using current call logging system, using clear and concise problem descriptions and work efficiently and accurately to either resolve or triage the problem and set proper call priority and escalate to the proper support team for resolution following established procedures required

o May be required to take On-Call duty, and when on-call, may be required to alter work schedule in order to work during the weekend or evenings required

o Takes initiative to stay abreast of changing PC technology, as well as enhancing knowledge of all Munson Healthcare systems to ensure first rate service to all Munson Healthcare Customers b eneficial

o Ability to work independently beneficial

o Prior experience working in a secure environment beneficial


Under the general supervision of a Manager but may receive advice and assistance from the Director of Information Systems, Senior Helpdesk Analyst, or Analyst(s). A working relationship with all Information Systems staff must be maintained.

A professional working relationship with staff from user departments, other regional healthcare facilities, and hardware vendors must be maintained.

The Associate Help Desk Specialist is under the supervision of the on-call Manager whenever the Manager is unavailable.

No managerial and supervisory responsibility.


X No clinical contact with patients


Supports the Munson Medical Center mission statement.

Embraces and supports the Relationship Based Care philosophy of Munson Medical Center.

Safety is an individual’s responsibility. Know the physical requirements of the job and work within those guidelines. Perform job duties safely at all times, utilizing learned body mechanics and transferring / lifting techniques. Plan your actions to promote safety. Report any unsafe situation / equipment according to hospital procedure.

Contributes to the team orientation of the Information Systems and, as such, is responsible for proper communication with pertinent department members.

ESSENTIAL FUNCTIONS (Core 10 Key Descriptors):

Functional Knowledge

· Performs Help Desk functions including providing phone support, escalating calls, updating Help Desk status line, etc.

· Provide first line support for all users of Munson Health Care systems and services in a professional, customer focused manner.

· Provides operational support of technology.

· Provides concise, timely, and detailed written documentation of activities related to service requests.

· Assists in maintaining technical documentation of department processes and procedures.

· Monitors, troubleshoots, and resolves first level issues in a network environment using established procedures. Other issues are escalated to appropriate IS Team, Analysts, or on-call staff.

· Monitors, troubleshoots, and resolves first level problems related to hardware, operating systems applications, interfaces, and non-clinical processes in a multiplatform environment following documented procedures.

· Documents hardware and software problems when they occur, contacts the appropriate IS Team or analysts, and acts as a contact person throughout the resolution process.

· Assists with installation or re-installation of PC software via remote control.

· Performs pre-defined Help Desk functions during downtime procedures, including but not limited to providing phone support, escalating calls, relaying pertinent information to command center, and updating Help Desk status line, etc.

· Endeavour to meet the established first call resolution rate by increasing knowledge and proficiency with established systems.

· Works to assure established Team Goals are met to assure optimal customer support.

Contributions and Achievements

· Provides production support and complete assignments from Management or fellow team members.

· Fulfills expectation of the team.

· Provides help to the team to ensure common goals are achieved.

· Willingly accepts tasks/assignments that challenge development/skill level.

· Analyzes, plans, and completes work accurately and on time

Business Knowledge

· Demonstrates knowledge of job/assignment-related business functions.

· Demonstrates knowledge of job/assignment-related applications that support the healthcare functions (i.e. Radnet and PACS are radiology applications).

· Demonstrates knowledge of general IS operations seeing how all the areas fit together (i.e, how does Ambulatory Applications interface with Clinical Applications)

Coaching and Mentoring

· Effectively seeks out those who can provide coaching in new job skills.

About Munson Healthcare

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