IT Help Desk and Support Specialist
Frederick, MD

Job Description

Position Summary:

This is a position offered by Way Station, Inc. requiring general and specific knowledge of data management, computer software and hardware functions. The job involves an understanding of all Way Station's functions and how automation supports the staff in accomplishing the objectives and goals of the organization. In this role, you will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for administration and internal support of the Company's PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.

This is a "Tier I" help desk position suitable for fresh college or technical school graduates with some IT Support Experience. Potential candidate should be willing to learn Network administration skills to provide network support to the Network Administrator.

Reportability:

The IT Help Desk and Support Specialist will work closely with and report to the Director of Information Technology

Main Responsibilities:

* Provide first level contact and convey resolutions to customer issues.
* Maintain inventory of all hardware and network devices by location, user, and network identification. The inventory should contain a complete list of internal components of each work station with serial number, purchase date, purchase price, warranty expiration date and vendor information.
* Actively manage assigned tickets with accurate and timely information including notes, customer contacts, and communicating status to appropriate teams.
* Implement procedures for individual user access to soft files.
* Train personnel in the use of off-the-shelf computer packages.
* Perform tasks required for preventive maintenance of all hardware and software. Documentation for these procedures should be centrally maintained and kept up to date at all times.
* Maintain the front-end IT infrastructure (Workstations, Printers, Phone System, Smartphones, etc.) and ensure their reliability.
* Provide support to remote Way Station locations including remote staff offices.
* Utilize diagnostic utilities and remote assistance tools to aid in troubleshooting. Collaborate cross functionally with other teams to validate solutions, verify with customers, and coach users in correcting reported problems as appropriate.
* End user account maintenance; including account creation, ongoing maintenance and deletion.
* Communicate status of hardware and software needs to Information Technology Director.
* Perform other duties as assigned by the IT Director.
* Contribute to process improvement and automation.
* Responds and resolve users' problems and queries relating to IT systems used throughout the organization.
* Provide assistance to users to enable them to make effective use of available software and hardware.
* Taking receipt of Helpdesk support requests and logging them, either for resolution within the Help Desk or for escalation to other more specialized areas of the IT department.
* Investigates faults, user problems and requests for support and / or information and takes the most appropriate actions in order to reach a satisfactory resolution.
* Monitors the progress of support and ensures that users and other interested parties are kept informed.
* Providing telephone or face to face training with the users of the organization IT system as and when required.
* Provide one to one training sessions to staff members when required.
* Preserve and grow your knowledge of help desk procedures, products and services.
* Provide limited support to the Network Administrator.

Other duties may be assigned as required by the Director of Information Technology.

EMR System:

Provide some degree of support on issues relating to the EMR system.

Work with the EMR users to resolve daily IT operational issues.

Install the application on computer terminals.

Requires an Associate Degree in Information Systems or equivalent in a related field.

* Must have a minimum of one year experience in providing technical customer support and training in IT technologies (e.g., Internet, PCs, LANs), and two (2) years of experience working with MS Windows, PCs, and LAN Support.
* Must have some knowledge of VOIP phone systems.
* Must have some knowledge of LAN, WAN and Wireless Technologies.
* Must possess proficient knowledge in word processing, creating spreadsheets, database management, communications, and other software.
* A thorough understanding of client/patient confidentiality issues/HIPAA compliance/regulations is essential.
* Some understanding of Cisco Devices such as routers, switches and wireless controllers would be ideal.
* Valid driver's license or alternative transportation plan.

Travel: Some travel between the sites would be required

Work Locations: Columbia, Sykesville, and Frederick.