Help Desk Tech - I - Delta Health : Job Details

DescriptionDelta Health offers health care professionals and people from all walks of life an opportunity to find fulfillment in their jobs as part of a close-knit team. We pride ourselves on our positive work culture . Our team members understand our fundamental commitment to the community and rally around the motto Excellence, Every Patient, Every Time. When you embark on a journey with us, you'll take pride in your work and the impact you have, while building a career with focus and purpose.The IT Help Desk Technician - I will serve as the initial point of contact for employees seeking technical assistance. This role involves diagnosing and resolving hardware and software issues, performing in-person and remote troubleshooting, and escalating complex problems to higher-level support when necessary. The technician is responsible for maintaining accurate records of issues and solutions within the ticketing system, ensuring timely and effective resolution of technical problems. Additionally, the role requires excellent communication skills to provide clear instructions and support to non-technical staff, contributing to the overall efficiency and productivity of Delta Health's IT operations. Position Responsibilities:

• Provide first-level support for hardware, software, and network issues, ensuring prompt, respectful, professional and effective resolution.
• Maintain accurate and detailed records of issues and resolutions in the ticketing system.
• Troubleshoots, configures, updates and repairs equipment to include workstations, laptops, mobile devices, printers, keyboards etc.
• Diagnose and troubleshoot technical problems through remote and on-site support.
• Troubleshoot basic software, create user accounts in Active Directory and reset passwords.
• Determines the best solution based on the issue and details; walks the user through the problem-solving processes
• Escalate complex problems to higher-level support teams when necessary.
• Establish and maintain network connectivity, maintain printers and computers along with their peripheral equipment which may include monitors, handhelds and desktop scanners, etc.
• Assist in the maintenance and updating of IT systems and infrastructure.
• Active participant in project implementations and hardware deployments.
• Create and update technical documentation and user guides utilizing Knowledge base system.
• Provide basic training to staff on the use of hardware and software applications.
• Required to be part of on-call rotation.

Requirements

• BS/BA or Associates in Computer Science or relevant field preferred.
• Certifications such as CompTIA A+, MCP, or Network+ preferred.
• One (1) year of proven experience as a help desk technician or related position, or related experience.
• Experience with ITSM-related ticketing tools, such as KBOX
• Working knowledge of Windows and iOS devices, Active Directory, wired/wireless/4G/5G networks and portable data devices, and basic office automation systems.
• Technical training supplemented with continuing education/seminars.
• Ability to type 45 words per minute or 10,000 keystrokes per hour with accuracy.
• Potential requirement to be onsite for emergencies. May include being onsite outside of normal operational hours.
• Healthcare industry experience preferred.

SummaryDelta Health is a county-wide healthcare system that has been serving the Western Slope for over 100 years. We have grown to a 49-bed hospital with locations throughout Delta County. We proudly provide a wide range of medical services that meet the diverse needs of our community members. At all stages of life, we are here to provide remarkable care in a healing environment.Employee Benefits: Medical, RX, Dental, Vision, Retirement, PTO, and Scholarships towards continued education.Medical: Low monthly premiums; 100% coverage for all services provided within our Delta Health System without a deductible or co-payment. We offer alternative coverage to include massage, acupuncture, and chiropractic care. Employer paid Life and Disability coverage.Paid Time Off: 4 plus weeks of vacation (CAL) a year for Full-Time employees including sick pay and personal time off.Retirement: 403B Plan -Up to a 3% retirement match.