JOB SUMMARY The Help Desk Technician provides support services to internal users of the organization’s computer systems and data processing network. Acts as a ?rst level problem identi?cation and resolution resource, including answering questions, providing advice, troubleshooting, and following-up to assist users in solving their own data processing problems. The Help Desk Technician provides a valuable service to customers and clients. PRINCIPLE FUNCTIONS includes the following, other duties may be assigned: + Aid users who experience technical problems. + Provide Tier I software and hardware support. + Coordinate application, hardware, and software problems problem resolution with IT areas as necessary, and tracks, reports, and resolves recurring problems within scope of Level I support expectations. + Diagnose and resolve user trouble tickets using documented procedures and checklists in the performance. + Enter IT trouble ticket information and data into IT ticket system. + Escalate user trouble ticket problems to Level II or Level III technical support as necessary. + Collect, collate, and report user feedback to Director of IT JOB KNOWLEDGE & QUALIFICATIONS Education Associate degree in Computer Science, Information Systems, or other related field strongly preferred. Training and Experience + Minimum of two (2) years’ experience executing the duties of a Help Desk Technician or similar position + Health care setting preferred. + Electronic Health Record experience preferred. + Meditech or Athenahealth. Certificates, Licenses, Registrations + Comp TIA A+ or Microsoft Certified Professional preferred. + Service Desk/Customer Service certification desired. Benefit Information and Wage Transparency: WhidbeyHealth Employees who work a 0.5 FTE or higher are categorized as, “benefit eligible”. Click here for benefit information. (https://whidbeyhealth.org/wp-content/uploads/2022/12/WhidbeyHealth-Benefit-Information.pdf) Wage Range: $21.240 - $32.593