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Information Technology Helpdesk Specialist (ITHS)

The Information Technology Helpdesk Specialist (ITHS) is responsible for end-user computer related support over the telephone and through the IT Help Desk Application. This person is required to interact regularly with computer users from all internal departments and our outside vendors in a tactful, diplomatic and pleasant way using technical staff for the following reasons:

1) to log and track requests for assistance and parts:

2) to gather and log appropriate demographic data related to each request, and

3) to communicate the status of problem resolution. The ITHS will also participate in the preparation of procedure manuals and documentation for help desk use, conduct periodic user satisfaction surveys, track user problem trends and make recommendations for improvements to the network systems. The ITHS is responsible for user badge creation, updating user information in the application database and additional tasks as assigned by the ITSM. The successful ITHS will have the opportunity to participate in the internal application development process of mission-critical applications by providing Alpha level testing on an as needed basis.

Work Hours:

The normal work-week is 8:00 a.m. to 5:00 p.m. Monday through Friday. Variations to this schedule may be authorized on occasion. The ITHS will be expected to be on-call evenings and weekends in order to support the needs of the remote sites

Education & Training:

  • High school diploma or GED required
  • Associates degree in related field preferred
  • One year experience in the Information Technology field preferred
  • Must have working knowledge of modern computer technologies & software in use at Texas MedClinic
  • Must have working knowledge of the following software applications: Microsoft Office 2000 or higher components, Internet Explorer 8.0 or higher

Essential Knowledge, Skills & Abilities:

  • Windows XP and above operating Systems
  • Basic PC hardware configuration
  • Ability to use internal and outside resources in order to problem solve
  • Well organized, detail oriented and able to adapt to a fast paced work environment
  • Strong analytical skills with the ability to troubleshoot, draw conclusions and make recommendations
  • Good written and verbal communication skills
  • Excellent interpersonal skills

Essential Job Functions & Duties:

  1. Ability to learn and apply fundamentals operations of commonly used software, hardware and other equipment
  2. Troubleshoot client PC’s including operating systems and minor hardware failures
  3. Maintenance, configuration and troubleshooting commercial and proprietary software related problems
  4. Serve as the primary contact for all user support issues
  5. Logs and tracks all requests for assistance
  6. Logs and tracks all incoming and outgoing parts
  7. Gathers and logs appropriate demographic data related to each request
  8. Effectively communicates the status of problem resolution back to the person requesting assistance
  9. Participates in the preparation of procedure manuals and documentation for help desk use
  10. Conducts periodic user satisfaction survey
  11. Tracks user problem trends
  12. Creates and tracks user badges
  13. Maintains user information in application databases
  14. Makes recommendations for improvements to the network systems
  15. Provides alpha level testing on as-needed basis

CUSTOMER SERVICE SKILLS:

  1. Maintains or enhances self-esteem of patients/customers
  2. Listens and responds with empathy to patients/customers
  3. Involve the patients/customers
  4. Gives and receives patients/customers feedback
  5. Acknowledges patients/customers courteously and with full attention
  6. Clarifies patients/customers needs understanding their need before taking action or offering a solution
  7. Meets or exceeds patients/customers expectations taking opportunities to do more than is expected
  8. Confirms patients/customers satisfaction by asking them if they received everything they needed or wanted
  9. Handles patient/customer problems by taking action to find solutions to their problem

Working Conditions & Risks:

Work is normally indoors in a well-lighted and seasonally heated and cooled business office. Job hazards are estimated to be minimal (low risk).

 

Physical Requirements:

Position requires prolonged sitting, computer use and extensive talking over the telephone. Repetitive motion consists of extended periods of upper limb movements including arms, hands and wrists. Good vision, good hearing and clear speech required (all correctable).

 


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