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Help Desk Technician in Newton, KS at Newton Medical Center

Date Posted: 3/8/2018

Job Snapshot

Job Description

8:00 AM-5:00 PM
Information Services

Join our Team! Newton Medical Center offers a family friendly environment with the latest technology and a knowledgeable staff. Here you’ll find all departments work together as a team to live out our core values: respect, excellence, service and trust.

NMC’s Information Technology (IT) department is responsible for ongoing support and maintenance of the infrastructure and applications which support the hospital’s institutions, along with the implementation of new services and applications that are used to support and further the mission of patient care. 

The Help Desk Technician (HDT) role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. The Help Desk Technician will also manage support to clients (internal and external) and ensure that service levels are achieved. 

Under general direction, demonstrates skills in providing solutions to complex computer related problems:
1. Includes problem recognition, isolation, resolution and follow up steps.
2. Is adept in all aspects of customer service.
3. Provides technical assistance to NMC staff.
4. Displays an in-depth knowledge of company policies and procedures.
5. May use diagnostic tools.
6. May require in-person, hands-on help at the desktop.
This position reports to the Help Desk Supervisor. This position is hourly (non-exempt).

Job Responsibilities
• Primary accountability for the implementation, operations, maintenance, and support of NMC’s local and wide area networks. Installs network operating systems and releases as required for maintaining optimum user availability. Reviews, monitors, and implements adequate network security measures to ensure security of network environment.
Monitors, maintains, and supports all server PCs and communications conduits to and from NMC. Coordinates and performs all system back-ups, data recovery, and system upgrades to all server-based applications. Supports and repairs peripheral components and PCs.
• This position involves assisting our staff and customers with any internal or customer related network connectivity issues; working closely with MEDITECH technical staff, our partners at Dell and Presidio Networked Solutions on a regular basis by providing support and services.
• This position will ensure the stability and integrity of in-house voice, data, video, and all network services.  This is achieved by applying advanced principles and theories in planning, designing, and developing local area networks (LANs), wide area networks (WANs) and wireless networks across the organization as well as providing technical expertise in the installation, monitoring, maintenance, support, and optimization of all devices, software, and communication links on the network. This individual will lead in the analysis and resolution of all equipment/hardware and software issues in a timely and accurate fashion, assuring the network, servers, and data are secure.

Job Requirements

Duties of the Position
• High School Diploma or GED equivalent. AA degree required. Bachelor's degree preferred. Degree in the field of computer science/information systems and/or 3 years equivalent work experience.
• 5 plus years of IT help desk customer support experience.
• Able to effectively prioritize tasks in a high-pressure environment. 
• Basic familiarity with TCP/IP and networking.
• Excellent hardware troubleshooting experience.
• Experience with desktop and server operating systems, including Microsoft Windows XP, 7, 2003 and 2008.
• Experience with Enterprise change management practices and guidelines.
• Experience working in a team-oriented, collaborative environment.
• Experience working on a large-scale implementation systems and network projects.
• Extensive application support experience with all Microsoft products.
• Extensive application support experience with virus protection and cleaning an infected workstations.
• Good understanding of the organization's goals and objectives.
• Highly self-motivated and directed, with keen attention to detail.
• Knowledge of applicable data privacy practices and laws (HIPAA).
• Knowledge of basic computer hardware, including printers, fax machines, copiers, scanners, iPads and iPhones.
• Knowledge of Help Desk tools, including support desk management systems and telephone systems.
• Knowledge of LAN and WAN products and protocols.
Knowledge of networking protocols.
• Knowledge of PCs.
• Knowledge of thin client environments.
• Must be flexible and able to adapt to quickly change priorities.
• Strong communication and collaborative skills.
• Strong customer service orientation.
• Strong interpersonal, written, and oral communication skills.
• Strong, hands-on technical knowledge of network and PC operating systems.