Description Of Position

The Help Desk Specialist provides front line support to our end users. This position is entry level and has a large opportunity for advancement into multiple avenues of Information Systems. Help Desk Specialist I have a basic understanding of computer hardware and software while maintaining a high level of patience in a fast-paced environment. The position is focused on answering calls and creating tickets for the enterprise and assisting the physicians, nurses, and staff to deliver an excellent patient experience.

SUPERVISION: Reports directly to the Manager of IT Support and Operations

Responsibilities And Duties

Answer calls from physicians, directors, and hospital staff.
Escalation of service requests to teams within Information Systems
Report on critical issues and notify individuals or teams responsible
Accurately record service metrics
Resetting passwords, installing software, general troubleshooting
Delivering keyboards and mice and plugging them in
Connecting devices to the WiFi network
Remotely support end users while on the phone
Respond to users in a quick and timely manner to resolve application issues efficiently so work is minimally impacted

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

Education And Work Experience

High school graduate or equivalent
Must be very computer literate and capable of learning computer support tasks such as resetting passwords, installing software, changing keyboards/mice, connecting PCs both desktop and laptop to our network
Able to be certified with Cisco Duo within 30 days.
Able to complete mandated Connectwise training within 30 days
Strong technical writing skills and speak intelligible English
Experience with Microsoft Office: Word, Excel, Outlook a plus
Ability to answer phones and communicate effectively and calmly with physicians, employees, vendors, and other hospital staff in high-stress situations while multitasking to resolve issues
Must possess a high level of patience and show a willingness to learn

Physical Demands/Work Environment

Capable of performing light to medium duty physical tasks.
Must be able to remain in a stationary position for 75% of the time.
Must be able to exchange accurate information with patients, family, peers and medical personnel.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

“Experience Memorial” is more than a slogan, it’s the care we provide our patients and it’s the commitment to our community and our team members. As a nationally certified Great Place to Work, at Lake Charles Memorial Health System you will have the opportunity to be a part of an organizational culture that supports not only exceptional patient care but also the well-being and professional growth of our employees. Join us and be a part of a team where your contributions are valued, your growth is nurtured, and your success is celebrated.

Working at Lake Charles Memorial Health System | Great Place To Work®

Lake Charles Memorial Health System

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