IT Help Desk Specialist
IT Help Desk Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The role of the Help Desk Specialist position is to act as the initial support contact for problems or other reported issues regarding computers and related technologies from internal staff. The specialist is expected to troubleshoot resolve or escalate those problems or incidents correctly and document all of the foregoing. Of critical importance is for the specialist to have excellent interpersonal communication skills to support the delivery of outstanding customer service in a teambased environment. The specialist must have the ability to explain basic concepts or procedures in a clear concise easytounderstand manner for a large and diverse customer base who utilize a wide variety of inhouse developed and offtheshelf applications. Being able to quickly learn support skills for new applications is also very important for the specialist to be successful in this position. In addition to these basic duties the Help Desk Specialist is expected to act as a mentor to coach and support less senior or less experienced coworkers in a positive manner. Effective time management and project management skills are expected.
The hiring manager would prefer the incumbent occupy this role for two years.
Qualifications
H.S / GED and 4 years experience in an IT or call center environment and 2 years experience in a customer service position; OR Associates degree with 2 years experience in an IT or call center environment or Bachelors degree.
Typing skills 25 words per minute. Able to spend considerable time on the phone. Excellent computer troubleshooting and problem solving skills. Possess skilled abilities to customize an operating system. Ability to install/configure off the shelf applications. Understanding of computerrelated terminology (CPU Internet Networking Client/Server LAN/WAN etc.. Understand the basics of the Mayo Information Technology infrastructure and how that is used to support Mayos primary goals. Demonstrated ability to configure a PC for connection to a network using a common networking protocol. Understanding of Mayos focus on patient care and how that affects the priority of Help Desk issues. Understanding of and has demonstrated the ability to use call tracking software and related tools for documentation of call center operations. Understanding of and has displayed the ability to use knowledge base and other online solution resources. Demonstrated ability to prepare new/used PC equipment for and perform a fresh (scratch) install of an operating system (manually not from an image).
Authorization to work and remain in the United States without necessity for Mayo Clinic sponsorship now or in the future (for example be a U.S. Citizen national or permanent resident refugee or asylee). Also Mayo Clinic does not participate in the F1 STEM OPT extension program.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
