MedSpring Urgent Care is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

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Austin - IT Helpdesk Engineer
Job Code:2016-HR-ADMIN-043
Location:Austin - Administrative Office
Department:Patient Care Centers and Center Support Positions
FT/PT Status:Full Time
  

Key Duties and Responsibilities:

SUMMARY:

Responsible for providing technology support for internal help desk calls. Resolve majority of calls immediately while on the phone with the user. Duties include hardware/software support, entering calls into tracking system, prioritizing calls, evaluating calls, resolving calls, and escalating calls as required, follow-up with End-Users. 

 

Key Duties and Responsibilities

  • Install, configure, diagnose, repair, maintain, and upgrade all hardware and related software while ensuring optimal workstation performance.  This includes desktops, laptops, monitors, printers, networking equipment, projectors, desk phones, cell phones.
  • Provide quality technology support for help desk calls by entering calls into ServiceDesk (Help Desk Automated Tool) and maintain Help Desk Service Level Agreements (SLA); determining whether problems are caused by hardware or software; and resolving calls immediately with the End-Users. Evaluate each call to determine appropriate response and referral; determine if on-site assistance by Information Technology staff or vendor is appropriate; prioritize each call; and escalate calls based on service level. Communicate with End-Users regarding call status and follow-up with customer to assess customer satisfaction level.
  • Field incoming help requests from end-users via telephone, e-mail, and walk-ups
  • Coordinate computer warranty issues with third-party vendors, notify vendors of necessary repairs/parts and maintain accurate records of requests. Process transfer of expenditures on non-warranty parts for computer repairs.
  • New user setup – Account creation, desktop/laptop setup, application installation, patches and updates, etc.
  • Maintain software approval procedures, requests and service level agreements. Track documents and requests through the process; communicate with the requestor of approval status. Monitor and maintain MedSpring owned software licenses.
  • Conference room setup – projectors, laptops, networking, video conferencing equipment.
  • Document all end-user identification information and nature of the problem via the ticket tracking system
  • Record, track and document the help desk request troubleshooting process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
  • Perform other job related duties as assigned.

 



Job Qualifications:

REQUIREMENTS:

Education: Bachelor degree in Computer Science preferred.

Experience: Experience in a customer service-oriented and/or healthcare IT environment preferred.  

JOB KNOWLEDGE, SKILLS AND ABILITIES:

  • Excellent interpersonal, phone and Customer Support skills.
  • Minimum of 3 years’ experience utilizing a variety of computer hardware, software and networking.
  • Advanced computer troubleshooting, analysis, critical thinking and problem solving skills.
  • Help desk experience preferred.
  • Ability to learn multiple programs and systems.
  • Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
  • Ability to manage multiple priorities.
  • Exceptional time management and organization skills.
  • Basic networking troubleshooting knowledge.
  • Solid Working knowledge of MS Office 2010 and 2013.
  • Courses in Windows Microsoft Office Suite and Operating systems. 
  • Working knowledge of MS Windows 7, Windows 8 Operating System
  • Experience working with Windows Active Directory preferred.


PHYSICAL DEMANDS:

  • Ability to lift 15-40 lbs.
  • Required to move from one location to another within and outside of the building; push, pull and reach; bend; stand for long periods of time; and sit for long periods of time.
  • Must be able to speak and write English fluently.

Schedule:
The ability to work a flexible schedule that includes some evenings and weekends.





Compensation/Benefits:
In addition to a competitive hourly pay,
MedSpring offers:
Medical, dental, vision insurance
company paid basic life insurance, short term and long term disability
PTO accrual
401K
Annual incentive bonuses