Summary: The Help Desk Specialist is responsible for resolving users' technical issues by troubleshooting and resolving software, hardware, and connectivity problems.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Answers, evaluates, and prioritizes service requests received via IT Ticketing system.
• Performs diagnostics with user to collect information about problem to determine source of error.
• Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills.
• Logs and tracks issues and resolutions via IT Ticketing system for future reference.
• Contacts software and hardware vendors to research problems and determine recommended solutions.
• Evaluates software and hardware options to determine whether a product will be an effective tool for employees, and writes software and hardware evaluations and recommendations for management review.
• Brainstorms with team members to resolve more complex problems and escalates difficult issues as needed for more technical assistance.
• Performs initial program load and user-specific setup for standard desktop applications.
• Participates in creation and maintenance of IT standards and procedures.
• Troubleshoots mobile device hardware and software problems and identifies, categorizes, and resolves mobile device hardware and software application problems.
• Tests and deploys new software and procedures, installation, conversion and upgrade activities.
• Assists with maintaining secure and accurate user accounts within Active Directory and other platforms.
• Ability to travel between 7 different clinics for in-person troubleshooting and hardware replacement as needed. Clinics include the following locations: Tacoma, Puyallup, Federal Way, Gig Harbor, Bonney Lake, Olympia and Chehalis. Mileage is always reimbursed.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is in a standard medical office environment with desktop business equipment and frequent telephone calls. There may be frequent interruptions and high utilization on some days and low utilization on others. The noise level is moderate.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work is typically performed in a medical office environment. While performing the duties of this job, the employee is regularly required to: use hands to handle, or feel; talk; see; and/or hear.
Employee must be able to work in close contact with small and large groups. Employee must be able to lift up to 25lbs.

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Please visit our website to learn more about the benefits we offer: https://www.nwmedicalspecialties.com/about-us/careers/benefits/

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
To ensure the safety of NWMS’ vulnerable patient populations, we require post-offer proof and/or completion of various vaccinations such as the flu shot and COVID-19. Any requests to be exempted from these requirements will be reviewed by Human Resources.

Work Location: In person

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