Helpdesk Support Specialist

Job Summary

Works directly with the Helpdesk Support Supervisor in planning, designing, executing, implementing, modifying, and evaluating a wide variety of complex technical projects. Performs a variety of technical and repair functions to provide assistance and training for users of the computer system of CIHA and the MCO. Monitors problems with software and hardware and oversees the application of programs to facilitate maximum use of the systems and programs.

Performs specified duties in support of all CIHA Programs.

• Provides the entire CIHA and MCO computer network user community with technical support solving problems, answering questions, and training in all areas concerned with the use of desktop hardware and software.
• Assists EBCI Tribal staff with issues related to health information systems they use to support EBCI patients.
• Plans, designs, implements, monitors, and evaluates methodologies and actions within the assigned area, determines application efficiency and effectiveness, and recommends to the Manager of Information Technology feasible and economically sound problem resolutions and system improvements.
• Assists in the provisioning or relocation of computer hardware, telephones, and other related accessories.
• Assists in communicating CIHA needs to outside consultants or programmers as needed.
• Assists the manager of Information Technology with the evaluation, recommendations, and purchase of new equipment.
• Assists the manager of Information Technology with the evaluations and recommendations of new software needs for CIHA.
• Maintains a backup inventory of computer equipment as deemed necessary to ensure continuous operation of the computer systems of CIHA.
• Performs preventative and routine repair service to computers including cleaning, troubleshooting, and minor repair.
• Performs technical work on systems using appropriate precautions to avoid damage to computer equipment of CIHA.
• Stays abreast of rapidly changing technology and aids in determining what future changes should be incorporated into computer systems of CIHA.
• Performs all duties according to established safety guidelines and CIHA policies.
• Performs other duties requested by supervisor.
• Installs or assists other service personnel in installation of hardware and peripheral components.
• Uses the IT Trouble Ticket system to provide support in a timely fashion.
• Provides updates, status, and completion information to the Help Desk manager.

• Applicant must have a two‑year degree in an Information Technology field; or equivalent experience; or an equivalent combination of education and experience.
• Must have experience working with concepts and technologies of Information Systems.
• Should have CompTIA A+ Certification and may be required to become certified within one year.
• Must possess a valid North Carolina driver’s license.
• It would take 3-9 months on the job to become proficient.

• Must have a working knowledge of information systems technology.
• Requires a broad and extensive knowledge of systems methodologies and computer technical concepts.
• Requires advanced computer skills.
• Requires the ability to troubleshoot and resolve system user problems.
• Requires good communication skills, both written and verbal.
• Requires the ability to read and interpret technical computer manuals and program application instructions.
• Must be skilled in tactfully working with people while performing support activities.
• Must also have skill in problem solving and attention to detail to correctly diagnose error situations, including effective communication with management, IT staff, medical professionals, and system users in the Cherokee Indian Hospital and support areas.
• This department works with a team concept and shared knowledge.

Constantly evaluates, services and modifies existing systems to meet operational requirements. Must understand all ramifications and effects of any changes to the system. Must use problem‑solving skills and be able to analyze data in performing job duties.

Applicant works under the guidance of the Helpdesk…