Job Posting for Help Desk Specialist at MyPath Support Services
Overview:
MyPath and its Operating Companies provide specialized services and dignified care for children, adolescents and adults with special needs. Our companies provide a spectrum of services and support which promote the ability of those we serve to live as independently as possible in the community.
Unlike most providers of similar services, MyPath is a for-profit organization featuring employee ownership through an Employee Stock Ownership Plan (ESOP). As a 100% employee-owned business, MyPath relies on more than 2,000 staff and caregivers to make a difference in the lives of people with significant challenges. MyPath is committed to quality care, compassion and community, and its employees have a direct stake in its success.
We are seeking a Help Desk Specialist who will provide user support and customer service on a variety of company-supported computer applications and platforms for MyPath and its Operating Units. This position troubleshoots problems and provides advice to users on the appropriate action and responds to in-field requests that require traveling to MyPath business locations.
Responsibilities:
Responds quickly and confidently to requests from employees and leaders for technical assistance in person, via phone, and electronically. Remains mindful that users who call can often be under stress and the pressure of deadlines. Monitors tickets to support timely resolution or closure.
Efficiently diagnoses and resolves technical hardware and software issues for end users and communicates resolutions in clear, easy-to-understand language.
Researches questions as needed using available information resources; keeps open line of communication with end users and notifies them of any anticipated delays.
Follows standard help desk procedures; logs all help desk interactions accurately and within expected timeframes; administers help desk software and prepares activity reports.
Directs problems to correct resource identifying and escalating situations requiring urgent attention.
Tracks and routes problems and requests and document resolutions.
Helps maintain accurate inventories and assists in ordering equipment as directed.
Informs management of recurring problems.
Stays current with system information, changes and updates.
Maintains all appropriate documentation following the same structure as the rest of the department; documentation is completed and submitted in a timely manner.
Conducts self in positive, respectful and collaborative manner in accordance with the MyPath Beliefs and Behaviors demonstrating proactive actions and decision making that foster supportive work relationships and a healthy and safe environment. Communicates effectively verbally and in writing with internal and external customers maintaining professional conduct and confidentiality.
Complies with the expectations outlined in: Company Handbook; policies and procedures including emergency/disaster procedures, fire/tornado safety and maintains confidentiality.
Qualifications:
Requires an Associate degree in Information Systems or the equivalent in experience or combination of experience and education.
Demonstrates critical thinking, good analysis, problem solving, and attention to detail.
Requires good oral and written communication skills including the ability to break actions down into understandable steps.
Demonstrates good planning, organizing and good customer service skills.
Remains calm under pressure and maintains self-composure/self-control in times of high stress.
Requires solid foundational knowledge of IS concepts/systems such as: networking, security practices, operating systems (Windows and iOS) and hardware.
Our Culture
There’s more to MyPath than just competitive pay and benefits. MyPath Companies are 100% employee-owned organization that transforms lives. We do this by offering residential, educational, vocational and day programs for people with special needs.
Each year, after your first year of employment with us, you will receive an allocation of MyPath stock, making you an employee owner. This stock allocation is a company-funded benefit — no investment from employees is required. Yet, employee ownership goes beyond simply stock.
At MyPath, we support an ownership culture throughout the organization. Our culture is based on our five beliefs and behaviors:
Passion
Accountability
Teamwork
Openness
Continuous Learning and Innovation
As an employee owner, you can expect transparency, respect and appreciation. You’ll impact the place you work and map a career within MyPath. With your passion and our breadth of services, your options are nearly limitless!
We offer a complete benefits package including medical, dental, vision, paid-time-off, life, 401(k) and an Employee Stock Ownership Program (ESOP). Student Loan Paydown and Tuition Reimbursement assistance is available for qualifying educational expenses.
Salary.com Estimation for Help Desk Specialist in Oconomowoc, WI
$103,338 to $150,592
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