Albany Med
Help Desk Tech II - 2nd Shift, M-F
1275 Broadway Albany, NY 12204 · Mid
Sponsorship not specified$50k-$70kDetected 8 days ago
ComplianceCustomer SupportHIPAA
About the role
- The Help Desk Tech escalates and notifies Information Technology employees appropriately according to documented standard operating procedures.
- The Help Desk Tech is responsible for an exemplary customer service experience for all Albany Med employees during their interaction with the Albany Med Help Desk.
- The Help Desk Tech - Level II will have little to moderate Help Desk/Service Desk experience but has a desire to pursue a career in some field of Information Technology.
Responsibilities
- Answer the Help Desk support line and provide all assistance in alignment with documented processes, SOPs, documentation, and training
- Meet all documented and communicated Help Desk statistical metrics that drive overall Help Desk performance
- Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technoloyg
- Provide best effort support for non-standard applications and hardware
- Maintain confidentiality by using and communicating information only as needed to perform one's duties
- Perform at or above the Information Technology performance standards
- The Help Desk Tech provides initial employee support for technical inquiries received via the telephone and/or email.
- The Help Desk Tech will assess the nature of problems and resolve basic support issues over the phone, utilizing remote access and all provided technical utilities, scripts and documentation.
- Access to information is based on a "need to know" and is the minimum necessary to properly perform assigned duties.
Requirements
- High degree of contact internal and external to Albany Med, including anyone who could possibly call the Help Desk phone line
Compensation
- $49,763.00 - $69,668.00
Benefits
- Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.
- Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)
- Thank you for your interest in Albany Med Health System!
- Albany Med Health System is an
Equal opportunity
- equal opportunity employer.
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This listing is sourced directly from Albany Med's careers page and normalized into a canonical job model.