Service Desk Technician

Job Overview

Service Desk Technician

Position is located in Dubuque, IA

Grand River Medical group is seeking a motivated Service Desk Technician for our I.S. department. Duties include providing user assistance on supported computer hardware and applications, respond to engagements from staff via all communication mediums, troubleshoot reported issues, and provide resolutions or escalation to the appropriate support tier in a timely fashion.

The ideal candidate would possess robust troubleshooting skills, be focused on customer service and supporting
end users to resolve calls at the first level. You must be willing to learn and grow in a fast-paced environment.

This position is 5 days per week, with on-call responsibilities (after normal business hours), and occasional evening or weekend hours.

Duties include but are not limited to:

• Install and perform repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Set up equipment for employee use, performing or ensuring proper installation of cabling, operating systems, and appropriate software.
• Maintain record of daily data communication transactions, problems and remedial action taken and installation activities.
• Develop training materials and procedures and/or train users in the proper use of hardware and software.
• Assist in asset management of equipment that processes ePHI.
• Create and maintain knowledge-based articles that address areas of improvement for end users as well as vendors.
• Participate in the change management process to ensure consistency across the organization.

Education/Experience/Skills:

• Ability to provide a high-quality customer experience with each interaction.
• Ability to work independently as well as part of a team.
• Two-year degree preferred.
• Minimum of two years of experience in Information Systems, preferably in a health care setting, or equivalent combination of education and experience.
• Working knowledge of Windows OS platforms and common desktop applications, standard helpdesk procedures, and customer service and troubleshooting skills

We offer: A competitive hourly wage plus a very attractive benefits package including vacation, generous company provided benefits, and much more.

Grand River Medical Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, status as a protected veteran, or status as a qualified individual with disability.