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Helpdesk Specialist
BOISE ID 83708
Category: Health Care Industry
  • Your pay will be discussed at your interview

Job code: lhw-e0-89764976

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St. Luke's Health System

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  Job posted:   Thu May 17, 2018
  Distance to work:   ? miles
  1 Views, 0 Applications  
Helpdesk Specialist

St. Luke's Health System has an exciting opportunity for a **Helpdesk Specialist** to join our team! With guidance and/or training from more experienced specialists or supervisors, provide technical assistance and courteous support to all St. Luke's Health System users. This involves the ability to multi-task while answering questions, performing problem analysis and resolving computer problems via telephone and occasionally in person. Operates with a higher level of independent thinking and is expected to provide a higher level of assistance to customers. This includes installation, printing, electronic mail, password maintenance and operating systems.


+ First line of support for all users regarding computer hardware and software related problems.

+ First-level support consists of receiving, logging and troubleshooting all system issues through resolution via phone and by using remote desktop tools.

+ Follow processes in accordance with Computer Operations and Information Technology standard operating policies and procedures to provide fast, consistent and reliable customer service.

+ Reference technical manuals, confer with customers and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.

+ Utilizes the call and request event tracking system to record, respond, monitor, and escalate as appropriate and in accordance with service level protocols. Monitors open tickets for consistency, accuracy and completion.

+ Recognize, identify and recommend changes to existing IT policies and procedures.

+ Participate in special projects and with other IT groups as directed by management.

+ Perform all duties of Level 1 as necessary and other duties and responsibilities as assigned.

+ Provide first level help desk support and resolution for all users regarding computer hardware, software and password related problems. Involve other IT resources and vendors in problem analysis and resolution. Escalate issues as appropriate and in accordance with service level protocols.

+ Provide 24/7/365 first level help desk support for the entire health system containing 7,500+ users, 5,000+ workstations, 1,200+ printers and 500+ unique applications.

+ Communicate effectively by relaying information appropriately over telephone, pagers, and by all other communication methods.

+ Utilize a wide variety of documentation; policies and procedures, checklists, forums, knowledge bases, manuals, etc. to perform the duties and responsibilities of the job and make suggestions for improvements to documentation.

+ Participate in projects as a representative for the Help Desk and provide knowledge transfer and training to co-workers. Assist with the support of the new system.

**Required Criteria**

+ Associate's degree or two years of relevant experience in lieu of a degree.

+ Familiar with and use of desktops, operating systems, business suites, peripheral equipment and system platforms in order to provide first level help desk support to all users. Preferably with Microsoft systems, products and services.

+ Written and verbal communication skills at a level to communicate clearly.

+ General computer skills in order to operate equipment and help users to operate their equipment.

+ Customer service skills in order to provide first level support to the user community.

+ Ability to recognize and report competing priorities.

+ Ability to work off hours or shifts as required for 24/7/365 support.

Our employees enjoy many benefits, some of the most popular aretuition reimbursement, hospital retirement contributions, and hospital-supported on-going training and education.

If you're looking for a place where you can grow in your personal life, in your career, and in your community, St. Luke's may be just the place for you.

A strong, talented staff is at the heart of St. Luke's Health System. We are the state's largest employer with more than 13,500 employees and a medical staff of more than 1,800 physicians and advanced practice clinicians. Our employees are dedicated to impacting the lives of those in our community while pursuing a life- changing career at St. Luke's. Our staff is the reason for our outstanding reputation as both a quality employer and superior healthcare organization. We're proud of our people who deliver skilled, compassionate care every day, and are looking to add dedicated individuals who will continue in the same tradition of excellence.

With multiple locations in the beautiful southern and central Idaho, our mild, four season climate means you can play outdoors year-round. Whether you prefer leisurely walks along the river or heart-pounding climbs up a sheer cliff- there is always something to do after work. An exciting mix of urban and outdoor life defines Idaho's culture, you can ski in the morning and watch a college sporting event at night. It is a great state to raise a family and forge lasting relationships. The cost of living is low, and quality of life is high.


_#One of American's Top 15 Health Systems - U.S.News & World Report, "America's Best Hospitals 2015-2016"_

_*St. Luke's is an equal opportunity employer and does not discriminate against any person on the basis of race, religion, color, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other status or condition protected by law._

**Category** _Information Technology_

**Department** _5039-TELEHEALTH SERVICES_

**Position Type** _Regular Full-Time_

**Work Schedule** _NIGHT_

**Location Name** _Boise_

**Requisition ID** _2018-13135_

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