Help Desk Specialist
Boonehospital, Boone, IA, United States
Position Summary
Under general supervision, provide technical software, hardware and network problem resolution to all Boone County Hospital computer users. Diagnose questions or problems and guide users through step‑by‑step solutions via phone and in‑person communication, using a user‑friendly and professional tone. Provide one‑on‑one end‑user training as needed; assist System Administrators, troubleshoot network printer issues, and manage trouble tickets in the Help Desk system. Build and configure new PCs and maintain hardware and software inventory databases. The Help Desk Specialist may be required to perform additional duties and projects as needed. Must comply with all BCH policies, procedures, confidentiality agreements, and HIPAA requirements.
Essential Functions
Respond to user questions and inquiries via telephone, email, web, face‑to‑face, and other communication methods.
Enter, assign, and track service requests in the online work‑order system.
Refer service issues to System Administrators and IT management.
Provide technical support and solve basic and advanced routine user hardware and software problems, including desktop computers and enterprise system software.
Communicate, analyze, and troubleshoot routine user problems and provide proper solutions or remedies.
Document tickets accurately in the online Help Desk system.
Assist other IT staff in providing user feedback and statistics.
Establish priorities for Help Desk tickets based on guidelines and procedures.
Follow up and communicate ticket information to users when appropriate.
Maintain active and effective teamwork with senior IT staff.
Assist with desktop and laptop imaging and installation as needed.
Assist in the operations of enterprise systems as required.
Create and update user accounts.
Follow departmental guidelines and operating procedures.
Participate in on‑call/afterhours rotation to support 24/7/365 operations.
Perform other duties as required.
Minimum Knowledge, Skills and Abilities
Knowledge of principles and operations of computer systems and related peripheral equipment.
Ability to analyze and troubleshoot problems in person or over the telephone.
Ability to maintain current knowledge of technology and learn new technology.
Proficiency with desktop operating systems including Windows 10 and 11.
Proficiency in using personal computers, word processing, spreadsheet, database, internet, and email systems.
Basic to intermediate knowledge of networking and computer hardware.
Qualifications
Minimum of one year of IT support experience.
High school diploma or equivalent.
Proven aptitude in technology with rapid learning and knowledge retention.
Experience or aptitude in troubleshooting procedures for technology.
Proven ability to communicate effectively on the phone and in person.
Communication Skills
Effectively communicate with all levels of staff, clinical staff, and physicians.
Communicate professionally and accurately, both verbally and in writing.
Understand and respond to user questions courteously.
Explain technical procedures and directions in layperson’s terms.
Respect diverse socioeconomic, cultural, disability, and ethnic backgrounds.
Maintain confidentiality of information.
De‑escalate tense situations with end users.
Benefits
Medical, Dental, and Vision Insurance
FSA, HSA, and Life Insurance
Aflac, Short‑term and Long‑term Disability, and Wellness program and reimbursement
Free access to Boone County Hospital’s onsite fitness room
Generous PTO Accrual Plan
Iowa Public Employees Retirement System (IPERS)
Employee Assistance Program (EAP)
Onsite Cafeteria
Salary Scale: $23.03‑29.96, based on experience.
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Under general supervision, provide technical software, hardware and network problem resolution to all Boone County Hospital computer users. Diagnose questions or problems and guide users through step‑by‑step solutions via phone and in‑person communication, using a user‑friendly and professional tone. Provide one‑on‑one end‑user training as needed; assist System Administrators, troubleshoot network printer issues, and manage trouble tickets in the Help Desk system. Build and configure new PCs and maintain hardware and software inventory databases. The Help Desk Specialist may be required to perform additional duties and projects as needed. Must comply with all BCH policies, procedures, confidentiality agreements, and HIPAA requirements.
Essential Functions
Respond to user questions and inquiries via telephone, email, web, face‑to‑face, and other communication methods.
Enter, assign, and track service requests in the online work‑order system.
Refer service issues to System Administrators and IT management.
Provide technical support and solve basic and advanced routine user hardware and software problems, including desktop computers and enterprise system software.
Communicate, analyze, and troubleshoot routine user problems and provide proper solutions or remedies.
Document tickets accurately in the online Help Desk system.
Assist other IT staff in providing user feedback and statistics.
Establish priorities for Help Desk tickets based on guidelines and procedures.
Follow up and communicate ticket information to users when appropriate.
Maintain active and effective teamwork with senior IT staff.
Assist with desktop and laptop imaging and installation as needed.
Assist in the operations of enterprise systems as required.
Create and update user accounts.
Follow departmental guidelines and operating procedures.
Participate in on‑call/afterhours rotation to support 24/7/365 operations.
Perform other duties as required.
Minimum Knowledge, Skills and Abilities
Knowledge of principles and operations of computer systems and related peripheral equipment.
Ability to analyze and troubleshoot problems in person or over the telephone.
Ability to maintain current knowledge of technology and learn new technology.
Proficiency with desktop operating systems including Windows 10 and 11.
Proficiency in using personal computers, word processing, spreadsheet, database, internet, and email systems.
Basic to intermediate knowledge of networking and computer hardware.
Qualifications
Minimum of one year of IT support experience.
High school diploma or equivalent.
Proven aptitude in technology with rapid learning and knowledge retention.
Experience or aptitude in troubleshooting procedures for technology.
Proven ability to communicate effectively on the phone and in person.
Communication Skills
Effectively communicate with all levels of staff, clinical staff, and physicians.
Communicate professionally and accurately, both verbally and in writing.
Understand and respond to user questions courteously.
Explain technical procedures and directions in layperson’s terms.
Respect diverse socioeconomic, cultural, disability, and ethnic backgrounds.
Maintain confidentiality of information.
De‑escalate tense situations with end users.
Benefits
Medical, Dental, and Vision Insurance
FSA, HSA, and Life Insurance
Aflac, Short‑term and Long‑term Disability, and Wellness program and reimbursement
Free access to Boone County Hospital’s onsite fitness room
Generous PTO Accrual Plan
Iowa Public Employees Retirement System (IPERS)
Employee Assistance Program (EAP)
Onsite Cafeteria
Salary Scale: $23.03‑29.96, based on experience.
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