General Information: Job title: IT Help Desk Support Schedule: Full-time, 80 hours per pay period; Monday-Friday 8:00am-4:30pm Weekend rotation: Every other weekend rotation Holiday rotation : Every other holiday rotation Position Summary: The IT Help Desk Support position provides first-level technical support for IT-related matters such as issues with computer hardware, applications, network and operating systems via phone, email or work order ticket system as well as enroll/help MBMC patients with Patient Portal via phone and email support so that MBMC staff and patients can accomplish what they need to do. Position Responsibilities: Provide user support by managing security access and resolving technical issues. Assist with New Employee Orientation and train new staff on IT systems and access. Respond to Help Desk calls and emails by performing first-level troubleshooting or escalating issues as needed. Resolve support tickets via phone, email, in-person, or remote sessions; document resolutions and follow up to ensure issue is resolved. Manage Mile Bluff Patient Portal support, including patient enrollment, password resets, and updating user information such as name changes and proxy accounts. Maintain the ticketing system by assigning tickets, updating status notes, and communicating with IT staff to ensure timely resolution; identify and track recurring issues. Create and manage user accounts across systems such as Active Directory, Meditech, Exchange Admin Center, Howie, and Imprivata; reset passwords, unlock accounts, and provide user training when needed. Perform additional duties and support tasks as assigned. Position Requirements: High school diploma or equivalent preferred. 1+ years of related work experience preferred. Exceptional accuracy and attention to detail required. Knowledge, Skills, & Abilities Expert proficiency with computers is required. Excellent analytical, problem-solving, and teamwork skills. Self-starter with excellent interpersonal communication and problem-solving skills. #J-18808-Ljbffr Mile Bluff Medical Center
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