Help Desk Support Specialist

Compensation: $21.45 - $26.80 per hour (based on years of experience)

Summary:

The Help Desk Support Specialist provides the first level of support for computer users who contact the Help Desk provided by the Information Technology Services department. Duties include answering the Help Desk phone; management of the systems maintenance and technical support system by logging and monitoring all requests and resolutions into the Help Desk database; troubleshooting problems directly and providing assistance if applicable; evaluating and prioritizing calls and routing to appropriate technical support staff.

Principal Responsibilities:

1.Will participate and maintain a culture within The Corvallis Clinic consistent with the content outlined in the Service and Behavioral Standards document. To this end, employee will be expected to read, have familiarity, and embrace the principles contained within.

2.Act as an integral member of the Information Technology team to assure common effort toward the achievement of the departmental and organizational mission and vision.

3.Works independently with minimal supervision to assist users and staff over the phone and help solve their hardware and software problems. Acquires adequate information, prioritizes the call and assigns it to the appropriate ITS Technical Support staff member.

4.Remains current (to at least intermediate level) with software and hardware applications used by The Corvallis Clinic.

5.Monitors and manages the work queue on behalf of the Information Technology Services Department in cooperation with the Information Technology Manager.

6.Communicates and coordinates internally with IT staff to ensure tickets and end users are assisted in a timely manner.

7.Performs other duties within the scope of this position as assigned.

Education, Licensure and Experience:

• High School diploma or equivalent required.

• One of the following required:

• Five (5) years relevant experience.

• Associate degree in computer support or related field with one (1) year relevant experience.

• Bachelor's degree in computer support or related field.

Knowledge and Skills:

1.Working knowledge of Windows environment; Microsoft, web browsers, PC hardware and related peripherals.

2.Must be a team player with strong customer service skills and able to adjust to flexible work schedule.

3.Strong organizational and time management .

4.Ability to work with minimal supervision.

5.Ability to troubleshoot and solve problems efficiently.

6.Ability to communicate effectively verbally and in writing.

7.Ability to learn new programs and procedures quickly.

Perks and Benefits:

• Work-life balance is a top priority - most shifts, M-F 8am to 5pm

• 7 holidays + 2 floating holidays = 10 Paid Holidays! Early release on Christmas Eve and New Year's Eve

• Generous Personal Leave Accrual

• Benefits: Medical w/ HSA or HRA, Dental, Flexible Spending Acct (FSA)

• Employer contribution to HSA and HRA (when enrolled in Medical Plan)

• Employer paid Long Term Disability (LTD), Basic Life/AD&D, Employee Assistance Program (EAP)

• Voluntary Benefits (Vision, Life Insurance and AD&D, Pet Insurance, Aflac, Legal Shield)

• Retirement - 401k eligible and auto enrolled after 90 days, 100% vested from day 1, with clinic match after 1 year (w/hours requirement), discretionary benefit

• Pay on Demand (up to 2x per month)

• Casual Fridays (with clinic approved attire)

• Year-round employee engagement events and festivities

• Team centered culture, delivering exceptional medical care with compassion and a commitment to service