Helpdesk Support Specialist

Swope Health is seeking a resourceful and dedicated Helpdesk Support Specialist to support our staff by ensuring efficient IT equipment operation throughout the organization. The Helpdesk Support Specialist monitors, troubleshoots, and corrects issues with computer operation so that end users can accomplish their daily business tasks. This includes installing, diagnosing, repairing, maintaining, upgrading all PC hardware, software and equipment to ensure optimal performance, and receiving, prioritizing, documenting, and actively resolving end user help requests in a timely and accurate fashion while providing superior customer service. If you have a passion for community-based care, join Swope Health and help shape the future of equitable, patient-centered healthcare in our region.

Primary Functions

• Act as a single point of contact for phone calls, emails, chat and tickets from end users regarding technology issues and queries
• Listens carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walks the customer through the problem-solving steps
• Load software packages such as networking components, operating systems, and various applications
• Uses critical thinking skills to assist users in maximizing use of computing systems
• Develop, document, and conduct various training and instruction for end users on OS and other applications
• Assists with security related monitoring such as Anti Virus, patching, and other assigned tasks.
• Troubleshoot software and hardware failures and provide end-users with solutions or escalate issue
• Install hardware and peripheral components like docking stations, printers, keyboards and monitors
• Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner
• Assists in creation of documentation and developing processes to assist the IT department in expanding the knowledge base of the Service Desk
• Prioritize and work on service desk tickets in the internal ticketing system and escalates incidents to escalation teams to ensure customer resolution
• Provides timely communication (oral/written) to the IT team regarding quality issues to determine acceptability or course of action
• Follows documented processes to insure tickets are created and closed promptly to meet or exceed customer expectations and department goals.
• Assists in monitoring support queues to insure SLAs are exceeded

Educational/ Qualification Requirements:

• High School Diploma or equivalent
• A Plus Certification preferred
• Linux Plus Certification preferred
• Security Plus Certification preferred
• Network Plus Certification preferred
• 1 year of customer support experience in an IT environment.
• 1-3 years Service Desk experience preferred
• Working knowledge of Windows, MS Office, and basic troubleshooting for hardware, software, and operating systems.
• Possess detective like trouble shooting skills, is analytical and process oriented to work with our customers by providing first and second level Service desk support for both on premise and remote users.

About Swope Health Services: 

For 56 years, the mission of Swope Health mission has been to improve the health and wellness of the community by delivering accessible, quality, comprehensive patient care to all. Founded in 1969 by E. Frank Ellis, Swope Health opened as “Model Cities Health Corporation” in the basement of Metropolitan Missionary Baptist Church with 20 associates and a $100,000 budget to serve 2,000 patients a year.  Since then, Swope has since expanded its size, scope, and service offerings to include behavioral and dental care, services for the unhoused, mobile services and school-based clinics, and the PACE KC Adult Wellness Center.

Swope Health serves as a community health asset in the region – transforming lives, strengthening community, and powering our prosperity. Swope Health is committed to maintaining its focus on patient care and experience as well as an integrated, holistic model of health care, ensuring that everyone in the community can be served. The organization’s high-quality services, strong financials, and visionary leadership team position them well to sustain and deepen their impact into the future.

Swope Health Services supports its team members with: 

1. Medical benefits (including a Health Savings Account option), dental and vision 
2. 401(k) retirement plan with company match 
3. Company-paid benefits such as life insurance, Accidental Death & Dismemberment, and Short- and Long-Term Disability 
4. Flexible Spending Account 
5. Paid Days Off beginning at 15 days annually.
6. Nine annual company-paid holidays; One annual paid personal day 

Swope Health is an affirmative-action, equal-opportunity employer. We consider all qualified applicants without regard to race, color, creed, religion, gender, national origin, age, marital status, veteran status, or disability