It, Help Desk Technician

IT, HELP DESK TECHNICIAN – Magnolia Regional Health Center

Pursue an opportunity to support staff and patients by providing expert troubleshooting, install, and maintenance for desktop and network equipment.

The Help Desk Technician implements and supports organizational desktop and network equipment and is the key technical resource responding to end‑user incidents and requests reported to the Help Desk. Problems beyond the scope of their ability or responsibility are documented in a timely manner to appropriate support personnel. Based on proficiency with PC‑based equipment and cabling, the Help Desk Technician can provide expanded on‑site support to technical resources, if needed.

Participation in 24/7 on‑call support is required based on the organization’s IT staff rotation.

• Installs and repairs organizational IT equipment and software per MRHC IT standards and guidelines, including terminals, personal computers, printers, network gear, cabling, and related software products
• Responds to and resolves inquiries and requests for assistance entered through the IT ticket tracking systems, tracking and trending of issues, and escalates issues beyond the scope of their ability or responsibility to the appropriate resource in a timely manner
• Analyzes and provides hands‑on support for simple to moderate inquiries
• Determines appropriate resources to resolve problems and coordinates with other organizational areas as needed
• Performs organizational‑based moves, adds, and changes (MAC’s) as needed
• Provides 24/7 on‑call support based on staff rotations, and carries a pager as warranted
• Aids and trains users in the use of organizational information technology
• Performs preventative maintenance on IT assets as warranted within the scope of the Help Desk Support team
• Assists in the creation and maintenance of technical documentation
• Works effectively with colleagues, Help Desk, and other IT personnel to ensure that organizational priorities and standards are achieved
• Participates in meetings, committees and continuing education to improve individual, departmental, and organizational performance
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information
• Performs other duties as assigned

Associate degree in Computer Science, MIS, CIS, or another related technology field is required. A bachelor’s degree in the same field is preferred.

ITIL Foundations, Network+, CCENT, and/or Microsoft certifications are desired.

Must have 3–4 years of IT experience.