Help Desk Specialist
Job ID 347130 Date posted 11/21/2024 Job Expiration Date 12/06/2024- Rochester, MN
- Full Time
- Mayo Clinic Platform
- Remote: Yes
Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic. You’ll thrive in an environment that supports innovation, is committed to ending racism and supporting diversity, equity and inclusion, and provides the resources you need to succeed.
Responsibilities
The role of the Help Desk Specialist position is to act as the initial support contact for problems or other reported issues regarding computers and related technologies from internal staff. The specialist is expected to troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing. Of critical importance is for the specialist to have excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment. The specialist must have the ability to explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf applications. Being able to quickly learn support skills for new applications is also very important for the specialist to be successful in this position. In addition to these basic duties, the Help Desk Specialist is expected to act as a mentor to coach and support less senior or less experienced co-workers in a positive manner. Effective time management and project management skills are expected.
Qualifications
H.S / GED and 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position; OR Associate's degree with 2 years’ experience in an IT or call center environment or Bachelor’s degree. Typing skills 25+ words per minute.Able to spend considerable time on the phone. Excellent computer troubleshooting and problem solving skills. Possess skilled abilities to customize an operating system. Ability to install/configure “off the shelf” applications. Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.). Understand the basics of the Mayo Information Technology infrastructure and how that is used to support Mayo’s primary goals. Demonstrated ability to configure a PC for connection to a network using a common networking protocol. Understanding of Mayo’s focus on patient care and how that affects the priority of Help Desk issues. Understanding of and has demonstrated the ability to use call tracking software and related tools for documentation of call center operations. Understanding of and has displayed the ability to use knowledge base and other online solution resources. Demonstrated ability to prepare new/used PC equipment for, and perform, a fresh (scratch) install of an operating system (manually, not from an image).
Exemption Status
Nonexempt
Compensation Detail
$25.47 - $34.41 / hour
Benefits Eligible
Yes
Schedule
Full Time
Hours/Pay Period
80
Schedule Details
Monday - Friday, Normal Business Hours 100% Remote. This position may work remotely from any location within the US. This vacancy is not eligible for sponsorship/ we will not sponsor or transfer visas for this position.
Weekend Schedule
Not Applicable
International Assignment
No
Site Description
As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.
Recruiter
Julie Melton
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