What are the responsibilities and job description for the IT Help Desk Technician position at Care Initiatives?
IT Help Desk Technician
Care Initiatives Corporate Office
Care Initiatives is Iowa's largest senior care provider with 51 Iowa locations.
This full-time entry level position is a great opportunity to join an experienced IT/Informatics Team. The IT Help Desk Technician is responsible for supporting the Home Office and remote long-term care facilities and hospice office utilizing a variety of hardware and software packages. This position will provide technical and customer service support to all levels of our organization.
Exceptional customer service / communication skills are a must. Must be flexible to serve on-call rotation.
Qualifications:
- AA Degree
- 1 - 2 years of Help Desk related experience
- Exceptional interpersonal skills
Benefits:
- Competitive wage based on experience
- Wide array of insurance plans (Health/Dental/Vision/Life/Disability)
- Retirement plan with company match
- Flex time scheduling
- Variable Height Desks
- Dress For Your Day
- Convenient WDM Office Location Free Parking
- Vacation / Holiday / Sick Pay
Care Initiatives proudly serves 2,800 Iowans through 43 skilled nursing care locations, eight assisted living locations, three senior housing apartment locations, and six hospice locations that serve 71 Iowa counties. We are committed to providing compassionate care for Iowans through all of life's health transitions.
PURPOSE OF THIS POSITION
Under general supervision of the IT Manager & Security Officer, the IT Help Desk Technician is responsible for supporting the Home Office and remote long-term care facilities and hospice offices utilizing a variety of hardware and software packages.
QUALIFICATIONS
Requirements
- Must be 18 years of age or older
- Insurable by Care Initiatives’ auto insurance carrier
- Travel if necessary
- Be on call when necessary
Education/Certification/License
2-year AA degree or higher degree, or in the process of completing degree within 6 months, and 1 or more years of experience in information systems or related field
- Valid Iowa driver’s license
Knowledge
- General knowledge of IT systems and support, operating systems, and network and desktop support
- General knowledge of repair, replacement, and configuring hardware, network equipment, operating systems, and various software applications
Experience
1 to 2 years of experience working in a customer service oriented position.
Experience with Microsoft Office
- Experience with Microsoft Exchange
Skills/Abilities
- Ability to search for information via the Internet
- Ability to work independently in organizing, scheduling and work completion
- Functional literacy in written and spoken English
- Proficient interpersonal relationships and communication skills
- Ability to write routine reports and correspondence. Ability to speak effectively before groups or employees of the organization
- Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form
- Ability to deal with problems in different situations and trouble-shoot problems that arise
ESSENTIAL FUNCTIONS
1. Demonstrates and models Care Initiatives Core Values in all interactions, activities, and opportunities.
2. Provide professional and courteous support of end users via facility visits or telephone on:
a. Microsoft Operating systems
b. Cloud based applications
c. Long-term care software applications
d. Hardware
e. Software
3. Serve on call duties on a rotation basis outside Care’s standard business hours. This includes evening, weekend, and holiday rotations as we operate 24/7.
4. Manage user accounts in Active Directory, payroll system, clinical software, and other systems.
5. Utilize interpersonal and communication skills to train, instruct, and educate end users on the usage of application software, enterprise computers, and network infrastructure.
6. Work with the IT Manager and Security Officer to define the standards and procedures for IT Support activities company wide.
7. Handle multiple project responsibilities simultaneously to prioritize work and resolve technical emergencies as they arise.
8. Recognize the need to escalate unresolved issues to the IT Manager & Security Officer in a timely fashion to ensure timely resolution for user and enterprise computing issues.
9. Assist in maintaining and complying with corporate computing security standards and procedures.
10. Maintain accurate time accounting of daily tasks.
11. Travel to facility locations as needed.
EOE / AAP Veterans and Disabled