Help Desk Tech II - 2nd Shift, M-F

Role Summary

Department/Unit: AMHS - IT Infrastructure

Work Shift: Evening (United States of America)

Salary Range: $49,763.00 - $69,668.00

• Answer the Help Desk support line and provide assistance in alignment with documented processes, SOPs, documentation, and training
• Respond to email requests in alignment with documented processes, SOPs, documentation, and training
• Adhere to Customer Service Standards in all verbal and written interactions with users
• Work as part of a team to meet goals set forth by Help Desk Management
• Meet all documented and communicated Help Desk statistical metrics that drive overall Help Desk performance

• Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology
• Use customer feedback as a basis for taking actions that solve customer problems quickly and effectively
• Provide best‑effort support for non‑standard applications and hardware
• Participate in on‑call rotation and help troubleshoot customer issues
• Maintain confidentiality by using and communicating information only as needed to perform one’s duties
• Perform at or above the Information Technology performance standards
• Fulfill department requirements for work coverage and administrative notification during periods of absence (personnel illness, vacation, education, etc.)
• Complete other duties or assignments as designated by management
• Escalate and notify Information Technology employees appropriately according to documented standard operating procedures

Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes.

Workforce members are expected to ensure that:

• Access to information is based on a 'need to know' and is the minimum necessary to properly perform assigned duties.
• Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose.
• Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.