The Help Desk Specialist will provide “Tier 1” hardware and software support for end users.  Participates in network maintenance and support activities such as hardware installations, software installations, system monitoring and back-ups, establishment of user accounts, background job runs, and report deliveries.  Interacts with network and application teams to restore service and/or identify and correct core problems and training needs.  May work on simple applications for departmental use or participate in other projects within the organization. 

The Help Desk Specialist will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.

The Help Desk Specialist will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.

Required Skills

Principal Responsibilities

The Help Desk Specialist:

1. Provides first tier end-user support via telephone in ACD Help Desk Environment.
2. Provides face-to-face support to end-users as directed by the Manager, IS Operations.
3. Resolves end users IS technology issues.
4. Installs hardware, software and peripherals, troubleshooting basic hardware and software problems.
5. Documents user interactions per established procedures.
6. Manages and documents resolutions in assigned work queue to ensure issues are resolved, and appropriate trouble ticket documentation is captured.
7. Recommends system and process modifications to reduce user problems and improve customer service.
8. Prepares status reports for all work performed per established routines and procedures.
9. Performs all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships

1. Reports directly to the IS Operations Manager

Required Experience

Knowledge, Skills & Abilities Required

1. High School Degree required, A+ certification preferred.
2. Minimum of 3 years of network/application support experience required.
3. Superior customer service skills.
4. Experience trouble shooting PCs and printers in a client server environment required.
5. Knowledge of Windows operating systems and the MS Office (Word, Excel, Access, PowerPoint, and Outlook).
6. Experience with Cerner and Microsoft Great Plains desirable, but not required
7. Familiarity with healthcare delivery processes a plus.
8. Ability to work effectively and responsibly in a team or independently.
9. Ability to read, understand and implement established procedures.
10. Ability to drive to Shirley Ryan AbilityLab remote sites in the Chicagoland area to provide end-user support
11. Ability to transport and move PCs, printers, and related hardware weighing up to 30 pounds.

Working Conditions

1. Normal office environment with little or no exposure to dust or extreme temperature.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Shirley Ryan AbilityLab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Principal Responsibilities

The Help Desk Specialist:

1. Provides first tier end-user support via telephone in ACD Help Desk Environment.
2. Provides face-to-face support to end-users as directed by the Manager, IS Operations.
3. Resolves end users IS technology issues.
4. Installs hardware, software and peripherals, troubleshooting basic hardware and software problems.
5. Documents user interactions per established procedures.
6. Manages and documents resolutions in assigned work queue to ensure issues are resolved, and appropriate trouble ticket documentation is captured.
7. Recommends system and process modifications to reduce user problems and improve customer service.
8. Prepares status reports for all work performed per established routines and procedures.
9. Performs all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships

1. Reports directly to the IS Operations Manager