IT Help Desk Specialist
IT Help Desk Specialist
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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. 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 team-based environment. Ability to explain basic concepts or procedures in a clear concise easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf 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 co-workers in a positive manner. Effective time management and project management skills are expected.
In addition to the job description listed this position will work one day each week on-site at the Mayo Clinic Phoenix/Scottsdale Campus in Arizona. Responsibilities will primarily be to provide technical support for new Mayo Clinic staff at New Employee Orientations which are held in-person. Primary support will include but not limited to assisting attendees with login and password issues as well as setting up personal mobile devices to connect to Mayo Clinic network and resources.
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.
Other qualifications: 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 computer-related 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).
In addition to the job qualifications listed the candidate should possess the following (to successfully support the required on-site/in-person work) but not limited to:
- Strong verbal and face-to-face communication skills
- Strong critical thinking skills
- Ability to work well independently
- Ability to work well in a sometimes high-demand environment
- Strong technical and troubleshooting skills
Authorization to work and remain in the United States without necessity for Mayo Clinic sponsorships now or in the future (for example be a U.S. Citizen national or permanent resident refugee or asylee). Mayo Clinic does not participate in the F-1 STEM OPT extension program.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
