Job Description

Job Description

Job Description

Job Summary

The Help Desk Technician provides technical assistance to computer system users. Answer questions or resolve computer problems for clients through face-to-face interventions, via telephone or remotely.

ESSENTIAL FUNCTIONS

1. Under general supervision, provides onsite or remote support for the computer systems (end-user computers/peripherals, servers, LAN, WAN, and WLAN) including PC installation, relocation, upgrades, preventive maintenance, repair activities and user account maintenance via internal help desk system.
2. Analyzes daily backups to ensure system availability and continuity and manages a comprehensive tape backup system.
3. Performs ongoing PC management through proactive application of software patches, migrating users to new software releases, and repair or rebuild of end-user PC’s to appropriate specifications.
4. Interfaces with users to determine, acquire and setup suitable hardware/software requirements and troubleshoot and resolve user hardware/software issues.
5. Develops and maintains operational and procedural documentation.
6. Assesses and recommends new hardware and software purchases to IT management.
7. Performs quarterly user PC audits to ensure compliance with company policies.
8. Maintains company-wide inventory of computer hardware/software, network equipment, and end user software.
9. Maintains company-wide network diagram.
10. Provide on-call support during Help Desk out-of-office hours.
11. Escalate unresolved issues to appropriate team members in a timely manner.
12. Participate in ad hoc projects as deemed necessary by the System Administrator.
13. Ensure confidentiality and compliance with all state and federal regulations applicable to Health Call Centers; including HIPAA and internal policy for disposing of confidential information material.
14. Inventory
15. Notify any expose of Protected Health Information to the supervisor immediately.
16. Comply with medullar trainings and all procedures established by regulatory agencies, contractual requirements and any applicable certification standards (including but not limited to URAC, among others).

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