Service Desk Technician

About North Country Healthcare (NCH):

North Country Healthcare is a non-profit affiliation of four medical facilities, Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center, located in the White Mountains Region of New Hampshire. NCH includes numerous physicians and medical providers at multiple locations. This leading comprehensive healthcare network which employs hundreds of highly trained individuals delivers integrated patient care through three community hospitals, specialty clinics, and home health and hospice services. NCH remains committed to the health and well-being of the communities we serve. As a leader in a management position this role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance.

POSITION SUMMARY:

The Service Desk Technician is responsible for direct interaction with customers, business partners, staff, and providers. Customer service is of the highest priority. They must work closely and professionally with all IT staff and Hospital employees. The primary responsibility is to provide first contact support for end users.

ESSENTIAL QUALIFICATIONS

Education:

· Associate of Science degree with two years’ work experience preferred.

Certification:

Licensure:

· Association* accredited course in Basic Life Support (BLS) (for clinical staff), or HeartSaver CPR AED (for nonclinical staff), and renewal on a regular basis, with up to a three-month grace period after the expiration date.

Skills:

· Flexible schedule and the ability to adjust project needs and deadlines.

· In-depth hands-on knowledge of IT concepts, strategies and methodologies; in-depth. knowledge of business operations, strategies and objectives.

Work Experience:

· 1-2 years’ service desk management experience, preferably in a healthcare environment

ESSENTIAL FUNCTIONS:

1. Constantly monitors the ticketing system for new tickets and addresses or assigns appropriately.

2. Respond to incoming help desk calls, providing technical support and troubleshooting assistance.

3. Logs tickets and escalates calls to appropriate IT resources.

4. Will obtain all necessary information from an end user to add to an existing ticket or for new ticket creation.

5. Will complete tickets within scope of skills as they occur.

6. Responsible for account creation including AD, email and appropriate system access.

7. Images and builds user computer systems according to policy and framework.

8. Helps users troubleshoot software/hardware issues. Examples include password resets, login issues, Teams, Zoom and email issues, DUO Setup and troubleshooting, Email group maintenance, etc.

9. Together with Financial IT, helps maintain and troubleshoot the Mitel telephone system.

10. Responsible for managing the Security and Confidentiality Agreements for non-NCH Affiliate user access to the NCH Systems.

11. Ensures backup on the shelf equipment supply is adequate.

12. Works to create or update knowledge base articles as necessary.

13. Responsible for regular call rotation.

14. Must be willing to travel and support users at all campus location.

NON-ESSENTIAL FUNCTIONS

1. Performs additional duties as assigned.

2. Adheres to facility Values, Service Excellence and Standards of Excellence.