Help Desk Support, Sr. jobs in Tennessee

ETSU Physicians is seeking a Highly Qualified Help Desk Specialist to join our expanding healthcare team. ETSU Physicians is a multi-specialty practice group located in Northeast Tennessee, and is affiliated with ETSU Health, Quillen College of Medicine, and East Tennessee State University. ETSU Physicians offers a competitive compensation package with salary based on education and experience. Our comprehensive benefits package includes: health, dental, vision, disability and life insurance, 18 days paid personal time off and 10.5 paid holidays annually, a paid retirement plan with an employer matching program, and more.

SUMMARY: Under the direction of Director of Information Systems, the Help Desk Support Specialist is responsible for the troubleshooting and technical support to faculty/staff for computer hardware, software, mobile devices, telecommunications and other technology products and services. Handles requests for assistance from various sources via telephone, email, and in person. The Help Desk Support Specialist provides advice and guidance to people with varying levels of technological competency. Collaborates with other staff and leadership team members to facilitate a resolution as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Provide technical and troubleshooting support related to computer software, hardware, mobile devices & other technology products and tools to staff /faculty.

· Diagnose technology issues, resolve issues immediately or escalate to appropriate support staff by telephone, email, in person or through remote interaction with user’s workstation.

· Perform account management functions including, but not limited to, unlocking user accounts, re-enabling computer accounts, password resets, and user identity verification.

· Deploy software updates.

· Maintain strict privacy policies, following HIPAA and FERPA regulations.

· Remain informed about policies and guidelines, and assist with compliance.

· Assist in the development of technical support and procedural documentation.

· Assist in the maintenance of the Help Desk web presence.

· Document and log technical problems as appropriate.

· Use word processing and graphics software to format and generate a variety of complex materials including correspondence, memos, reports and presentations.

· Process submitted forms, confirming proper administrative approval and granting access to administrative services and file storage when appropriate.

· Receive and direct telephone calls for support staff members.

· Remain informed of technological developments.

· Perform other related duties as assigned

· Work with employees in the clinics and internal teams, from diverse backgrounds and educational levels

EDUCATION REQUIREMENTS:

· Associate’s degree preferred, with at least 5 years technical, customer service experience

KNOWLEDGE, SKILLS AND ABILITIES:

· Knowledge of computing functions for Windows-based PCs; basic knowledge of Mac computers.

· Knowledge of basic software packages, such as Microsoft Office products, Adobe products, content management systems, and learning management systems.

· Intermediate TCP/IP networking knowledge and troubleshooting skills.

· Ability to work with people of varied technological skills.

· Ability to design and develop basic technology-based instructional training materials.

· Ability to understand instructional and technical processes, products or concepts, and communicate them effectively to a non-technical audience.

· Ability to understand and apply general policies and procedures.

· Ability to work productively on several projects simultaneously.

· Ability to maintain confidentiality.

· Ability to use rigorous logic and methods to solve technical problems with effective solutions.

· Ability to demonstrate effective communication skills in both written and verbal formats.

· Possess strong interpersonal skills and commitment to customer satisfaction.

· Ability to work and communicate with various vendors for a number of different medical devices and software programs.

· Ability to perform under general supervision.

· Must possess a valid driver’s license and be willing to use your personal vehicle to travel to the supported clinics. (Mileage will be reimbursed)

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Schedule:

• Day shift
• Monday to Friday

Ability to Relocate:

• Johnson City, TN 37604: Relocate before starting work (Required)

Work Location: In person