Job description

MHC Healthcare is seeking a Help Desk Support Specialist to join the Information Technology team at the MHC Marana Main Health Center, located in the heart of Marana, AZ. The Help Desk Support Specialist serves as an initial point of contact for IT Help Desk services and processes and troubleshoots and resolves simple to moderately complex user requests, questions, and issues. MHC Healthcare is a Federally Qualified Community Health Center (FQHC), with 17 sites in Tucson and Pima County. Our mission is to improve our Community by providing exceptional, whole-person healthcare.

The following qualifications are required:

• High School diploma or equivalent
• Experience troubleshooting hardware and software in a Windows environment
• Current Arizona driver’s license with clean driving record and proof of current vehicle insurance (39-month MVR will be run by MHC)

The following qualifications are preferred:

• Associate Degree in a computer related field
• Experience with healthcare software and Electronic Health Records (EHR)
• Technical certifications (CompTia A+, Microsoft, or related)

Equivalent combination of education and experience may be considered if applicable and must be directly related to the functions and body of knowledge required to successfully perform the job.

This position has the following supervisory responsibility:

• Does not direct or supervise others.

The ideal candidate will also possess the following knowledge, skills, and abilities:

• Proficiency in working with Microsoft applications.
• Knowledge of Cisco VOIP services, Microsoft Teams, Webex, and mobile technologies.
• Ability to install and configure software and hardware.
• Ability to actively listen, obtain information, and summarize to check for understanding.
• Ability to adapt to changes in duties and assignments, work harmoniously with others, and maintain composure and professional demeanor when dealing with conflict or difficult issues.
• Excellent customer service, organizational, and communication skills with emphasis on responsiveness, building trust, mutual respect, and courtesy.
• Demonstrates cultural competence and commitment to supporting and promoting diversity, equity, and inclusion through work performance and professional interactions.

Duties and Responsibilities:

• Provides level 1 support for EHR applications and third-party software issues.
• Receives and fields initial requests for IT support via telephone, email, and Help Desk system, creates tickets, and refers questions or issues to the appropriate IT staff.
• Evaluates user problems, addresses issues that can be quickly resolved, and routes or escalates Help Desk tickets to appropriate resources.
• Troubleshoots and resolves user questions, issues, and concerns and utilizes remote access software to assist in troubleshooting tasks.
• Effectively triages or collaborates with appropriate IT team members to resolve complex issues.
• Prioritizes tasks associated with service requests according to established standards.
• Provides input to the Training Department to assist in identifying training needs of department staff.
• Prepares reports regarding Help Desk utilization and trends.
• Processes system access requests including resetting passwords, creating user accounts, folders, groups, and file access.
• Assists with installation, configuration, and troubleshooting of hardware and software.
• Assists with the setup and configuration of new desktop systems.
• Monitors security applications and reports concerns or issues to management.
• Assists with system backups.
• Assists in broadcast communication to end users regarding systems status, upgrades, equipment failures, and power outages.
• Efficiently sets and manages customer expectations, ensures satisfaction with service or course of action, and follows through accordingly.
• Participates in team building and service improvement activities.
• Shares knowledge and serves as a knowledge resource to staff.
• Travels to and from various sites.

Benefits:
MHC Healthcare’s vision is to be the premier provider and employer in community health. To support our mission and vision in our community, MHC Healthcare believes health and well-being must start at home. Therefore, employees have many opportunities to care for our own health and wellness with benefits such as:

• Medical, Dental, and Vision
• 403(b) with employer contribution
• Short-term disability and other benefits
• Paid time off including 11 holidays plus vacation and sick leave accrual
• Paid bereavement, jury duty, and community service time
• Employee discount for medical services ($500 per year for full-time)
• Education reimbursement ($3,000 per year for full-time)

MHC Healthcare will recruit, hire, train, and promote persons in all job titles without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or an other characteristic protected by law. In addition, all personnel actions such as compensation, promotion, demotion, benefits, transfers, staff reductions, terminations, reinstatement and rehire, company-sponsored training, education and tuition assistance, and social and recreational programs will be administered in accordance with the principles of equal employment opportunity.

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