Job Title: Help Desk Support Technician I Date: 10/2019 |
Reports To: Chief Technical Officer Job Code: Non-exempt |
Position Summary: The Help Desk Support Technician I role provides technical support to Tampa Family Health Centers, Inc. (TFHC) users in an efficient, professional and accurate manner. Responsible for solving basic technical problems and providing support and follow-up for all assigned areas. |
Essential Functions: - Assist other IT technical staff in providing uses feedback and user statistics
- Establishes priorities on the Help Desk tickets following established guidelines and procedures
- Follows up and communicates ticket information to users, as appropriate
- Assists with desktop and laptop imaging and installation, as needed
- Creates and updates user accounts, as needed
- Assists in the operations of enterprise systems, as needed
- Works closely with senior Help Desk staff and other IT staff to acquire additional technical and non-technical knowledge
- Performs other related duties, as assigned
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General Duties: - Support the Mission, Vision and Values of TFHC
- Adhere to all TFHC, HIPAA, accreditation agency, state and federal rules, guidelines and standards
- Occasional travel to other work sites to install and/or replace equipment
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Knowledge and Experience: - A minimum of (1) year of increasingly responsible experience in the Help Desk role
- Knowledge of principles and operations of computer systems and related peripheral equipment
- Ability to analyze and troubleshoot user’s problems timely and professionally, via the telephone
- Currency in technology and the ability to learn new technology
- Strong communication skills, both written and oral
- Ability to convey technical procedures and directions in layman’s terms
- Proficiency with operating systems, including Windows 8 to 11
- Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and data base management software programs (Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), the Internet browser, websites and e-mail systems
- Possesses advanced knowledge and understanding of networking and personal computer hardware
- Understanding of, sensitivity to, and respect for the diverse academic, socioeconomic, cultural, and ethnic backgrounds of those we with whom we work and serve
- Ability to work independently
- Sound judgement and ability to problem solve
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Education, Certification Training and License: - High School diploma, or equivalent
- Associate’s Degree from an accredited college in computer systems or a relate field, or a combination of education, training, and relevant work experience may be substituted
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