Desktop/Helpdesk Technician Intern

FTE/Scheduled Weekly Hours:

0.00 / 0 / 1st Shift (United States of America)Up to 40 hours: Monday - Friday, 8:30 a.m. to 5 p.m.

PRIMARY FUNCTIONS
Provides high-quality customer service to the client, responding to requests and issues accurately and promptly. The role helps to support and troubleshoot client applications including the use of software, desktop environment, or other hardware components. Work includes assistance with access requests, work order management, project management, and related software. Provides support to information technology technicians/analysts to ensure supported systems meet Waverly Health’s business requirements. 

ESSENTIAL DUTIES AND RESPONSIBILITIES
1.    Desktop Support

• Maintains and supports all information systems desktops to meet patient and business requirements.  This includes desktop hardware, client software, and local operating systems within the organization’s information systems.  
• Maintains accurate documentation of inventory of desktop equipment, peripherals, hardware, and software.

2.    Helpdesk Support:

• Answers and responds to phone and electronic Helpdesk requests.
• Collects the required information for requests and enters the information into the Helpdesk portal.
• Provides first-tier problem resolution to Helpdesk requests with telephone interaction and/or workstation remote control.  
• Monitors all open Helpdesk requests to ensure a timely response, accurate documentation, and appropriate resolution for calls/requests.

3.    Department Coordination

• Coordinates IT needs for office relocations.
• Assists with scheduling meetings/webinars for the IT Department. 
• Assists with the development and distribution of documents (i.e. correspondence, reports, minutes, policies).
• Develops and document various reports and support documentation as directed.
• Reviews and develops office procedures and policies and makes recommendations for revision.
• Helps to coordinate internal/external resources for projects/tasks.
• Working with the department manager, maintaining department activity dashboard statistics.

4.    Security Support:

• Responsible for entry of user access security requests, add/change/deletions, by requested completion date.

5.    Information Systems Team Support: 

• Provides off-hour on-call support as scheduled. 
• Educates other information systems staff on existing desktop/helpdesk technology.
• Serves as a backup to the other desktop/helpdesk technicians in Information Technology. 

6.    Adhere to and advocate for all information technology policies and procedures.

MINIMUM REQUIREMENTS
Education, Experience, and Training

• Prefer an Associate's Degree in Computer Technology or related-field.
• Must have well-developed analytical and organizational skills.
• Must be able to prioritize and work in a fast-paced environment.
• Must possess the ability to teach and train end-users.
• Ability to learn and navigate computer systems including the online training modules, the employee timesheet and the performance appraisal system. Job specific systems are also required.
• Must have strong written and oral communication skills.
• Must be able to read, speak, and write fluent English.

Physical Requirements

• Sitting – Not a requirement.
• Standing – Approximately 50% of shift.
• Walking – Approximately 50% of shift.
• Lifting – Approximately 50 pounds.
• Twisting – Infrequent.
• Bending – Moderate.
• Squat/Kneel – Approximately 25% of shift.

WORK ENVIRONMENT

1. May come in contact with hazardous chemicals or treatment modalities.

2. The possibility exists of exposure to communicable diseases due to working in a healthcare environment.

3. Involvement in patient care may result in unavoidable work-related illnesses.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  All duties and responsibilities are essential job functions.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by his/her manager.

Requirements are representative of the minimum levels of knowledge, skills, and/or abilities.  To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.  All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship with the Waverly Health Center.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  All duties and responsibilities are essential job functions.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by his/her manager.

Requirements are representative of the minimum levels of knowledge, skills, and/or abilities.  To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.  All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship with the Waverly Health Center.