Help Desk Specialist 40 Hours/Week

The Help Desk Specialist provides frontline technical support for hospital staff by troubleshooting and resolving basic hardware, software, and network issues. This role assists with maintaining reliable technology systems that support clinical and administrative operations in a healthcare environment. The Help Desk Specialist will respond to help desk requests, support end-user devices, and escalate complex issues to senior IT staff when needed. Because the hospital operates 24/7, occasional after-hours support may be required.

REPORTS TO

Information Technology Manager

REQUIREMENTS/QUALIFICATIONS

Minimum:

0-2 year working experience in information technology or related field . Associate degree in Information Technology, Computer Science, or related field, OR applicable work experience may be accepted in lieu of formal education.

Preferred:

2 + years working experience in information technology or related field. Prior experience with an IT infrastructure in a 24x7x365 healthcare environment. Bachelor's degree in Computer Science, Information Technology, Information Systems Technology, Management Information Systems or related field required, OR applicable work experience may be accepted in lieu of formal education. Preference given to previous Clinical, Health Information, or Information Technology experience. Preference given to familiarity with prompt engineering or using AI agents like ChatGPT but is not required. Technical Skills Knowledge of computer hardware, peripherals like phones printers, scanners and copiers. Knowledge of networking fundamentals. Must have strong technical skills with commonly used PC software like Microsoft Windows, Microsoft Office Suite, user account administration/password resets and Active Directory. Familiarity with Google Apps or Google Workspace administration a plus. Familiarity with VOIP based phone systems a plus. General Skills Highly organized person with attention to detail and the ability to handle multiple assignments simultaneously. Must be a self-motivated, self-starter who can work independently and be able to pro-actively identify opportunities and take actions. Must be able to prioritize activities for maximum productivity. Must have excellent communication skills (both written and verbal), flexibility to meet changing conditions. Must have excellent interpersonal and customer-service skills and be able to communicate effectively with people of all technical expertise levels. Must possess strong problem solving and troubleshooting skills Must possess emotional stability conducive to dealing with high stress levels. Must demonstrate ability to work under pressure. Must demonstrate a daily commitment to the Standards of Behavior and Core Values of

BCMH. JOB DUTIES

ESSENTIAL Provides polite, friendly, clear and timely customer service for hospital staff via phone, email, ticketing system or in person. Perform general diagnostic and troubleshooting of Windows workstations, software, peripheral devices and basic networking issues. Responsible for setting up/deploying new desktops, laptops, and peripheral devices. Create new and manage current user accounts in, Active Directory, email systems and clinical software systems. Assist with password resets, 2-step verification and single sign-on. Assist users with access to the hospital Electronic Medical Record (EMR) system. Support clinical workstations, nursing station computers, and mobile carts. Log support requests in the help desk ticketing system. Document troubleshooting steps and solutions. Maintain basic IT documentation and procedures. Help maintain antivirus and endpoint security tools. Learn and maintain the VOIP phone system as directed. Learn and maintain the door security and badge system as directed. May be required to take call for after-hours support. Must be self-motivated, able to work under minimal direct supervision. Must be team oriented. Must be able to multi-task. Must be willing and capable of learning new skills as needed. Attends required meetings. Complies with HIPAA requirements security and confidentiality. Must be able to demonstrate knowledge of BCMH Corporate Compliance plan, Code of Conduct and reporting process of any compliance concerns. Shall be responsible for completing educational requirements. Observes all infection control and safety policies and procedures. Performs other duties as directed by the Information Technology Manager.

PHYSICAL AND ENVIORNMENTAL REQUIREMENTS

PHYSICAL

ACTIVITIES

ESSENTIAL Keying Grasping Lifting Reaching Nominal Standing Repetitive Movement An individual in this position will be required to carry or lift weights in the range of: Up to 25 pounds frequently Up to 50 pounds occasionally

SENSORY AND COMMUNICATIVE ACTIVITIES

ESSENTIAL Feeling Hearing Seeing Speaking

ENVIRONMENTAL EXPOSURE

Inside environmental conditions