Helpdesk Support Specialist (Part-time 20 hours)

EDUCATIONAL REQUIREMENTS:

•    High school diploma required
•    Industry standard certification (A+ and/or Network+) preferred
•    Associate or Bachelor degree preferred

QUALIFICATIONS AND EXPERIENCE:

•    Two plus years of work experience in the following:
o    Medical field using medical and business software applications; familiar with health practice operations and patient flow; familiar with HIPAA/HITECH regulatory compliance
o    Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
o    Responding to queries either in person or over the phone
o    Writing training manuals; training computer users
o    Maintaining daily performance of computer systems
o    Responding to email messages for customers seeking help
o    Asking questions to determine nature of problem
o    Walking customer through problem-solving process
o    Installing, modifying, and repairing computer hardware and software
o    Cleaning up computers
o    Running diagnostic programs to resolve problems
o    Resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Voice over Internet Protocol (VoIP) and other systems
o    Installing computer peripherals for users
o    Cloning computers for production-ready distribution
o    Following up with customers to ensure issue has been resolved
o    Gaining feedback from customers about computer usage
o    Running reports to determine malfunctions that continue to occur

Responsibilities include, but are not limited to, the following:

Application / Software Support:

•    Serve as liaison between IS helpdesk, business managers and end users; respond to inquiries and concerns promptly
•    Coordinate hardware/software upgrades and test modifications prior to release to end-user
•    Analyze business processes to ensure proper system use and configuration
•    Evaluate software enhancement requests for feasibility and practicality
•    Log, track and resolve issues as well as any software modifications or enhancements
•    Troubleshoot desktop hardware/software issues with Microsoft Office, VMWare, MS Exchange and network printer
•    Analyze and implement helpdesk change requests to ensure efficiency and effectiveness
•    Perform ongoing maintenance and review of hardware/software; identify problems and develop appropriate solutions
•    Understand latest technologies and new features within the hardware/software industry and recommend solutions that are in line with the practice’s operations
•    Maintain a high level of customer-centric service and support
•    Experience with MS SharePoint a plus

Training / Documentation Support:

•    Develop and conduct training sessions for the various hardware/software functions within the organization
•    Provide training to staff in both one-on-one and small group settings
•    Develop and maintain user documentation to aid in training
•    Develop and maintain user documentation on operational processes and process improvement practices

General Administration:

•    Attend continuing education courses as requested
•    Must have reliable transportation to travel between company’s 6 central Florida office locations
•    Perform all other tasks requested by the Director of Information Systems

Supervisory Responsibilities:
This job has no supervisory responsibilities.

Typical Physical Demands
Position requires extended sitting, some standing, bending, stooping, stretching and lifting up to 50 lbs.  Good eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment is also required.  Employee must have normal range of hearing and eyesight to record, prepare, and communicate appropriate reports.  Employee will work under stressful conditions and may be required to work irregular hours.  

Typical Working Condition:
Normal office environment.  Occasional evening or weekend work.