Help Desk Specialist II

General Summary of Duties: The Help Desk Representative acts as a central point of contact to agency computer users for technical support and assistance, investigating and resolving problems with computer hardware, computer software and Electronic Health Records (EHR) by web based ticketing system and telephone. Train users on proper use of the EHR system.

Supervisory Responsibilities: None

Major Responsibilities/Tasks:
  • Process web-based ticketing system requests or receive telephone calls from computer users having problems using software or inquiring how to use specific software such as (EHR, Microsoft Office, Windows, etc.).
  • Work with customers over the telephone or via web session to learn procedures, diagnose sources of difficulty, find solutions and answer questions.
  • Develop, schedule, and conduct general and role-specific training for end-users utilizing agency hardware and software. Create and maintain training presentations, training materials, and job aids for the various training sessions (Orientation, Refresher classes, Helpful Hints, Frequently Asked Questions). Provide instruction via classroom, one-on-one, and web-based applications with users as needed.
  • Maintain Information Services web-based ticketing database to assign appropriate IS staff to respond to problems and track work orders. Document methodology, response, and resolution to every closed ticket.
  • Maintain current working knowledge of the operation and use of agency computer programs (EHR, Windows, Microsoft Office products, computers, phone systems, etc.) and electronic interfaces.
  • In addition to the above, any other responsibilities appropriate to the position and not specifically listed in the job description.

KMHS is an equal opportunity employer that does not discriminate against people regardless of age, genetic information, national origin, race/color, ethnicity, gender identity, sexual orientation, neurodiversity, disability, or veteran status. KMHS envisions an anti-racist, equitable, inclusive, and collaborative community in which all can feel welcome.

  • Comprehensive and generous health, dental and vision benefits
  • Up to 19 days of PTO and 8 paid holidays your first year (pro-rated for part-time)
  • An incredible team approach that is dynamic and collaborative
  • Loan Forgiveness, training, and extensive education available
  • Multiple locations and opportunities close to home
  • Advancement opportunities available within the agency
  • Free Employee Assistance Program and parking

Minimum Qualifications:

EDUCATION: Associates Degree in information systems, telecommunications or related area OR an equivalent combination of education and experience.

EXPERIENCE: Experienced (minimum 2 years of job-related experience)

CERTIFICATION/LICENSURE : CompTIA A+ or equivalent certification OR ability to acquire within 6 months of hire.

Preferred Qualifications:

EDUCATION: Bachelors Degree in a computer-related field.

EXPERIENCE: Specialist (4 years of experience)

Experience in the following software: Microsoft Word, Excel, PowerPoint and various web browsers.