The Impact You Can Make

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. The Help Desk Tech escalates and notifies Information Services 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.

Team Impact

High degree of contact internal and external to Albany Med, including anyone who could possibly call the Help Desk phone line

The Glens Falls Hospital Impact

Mission

Our Mission is to improve the health of people in our region by providing access to exceptional, affordable, and patient-centered care every day and in every setting.

How You Will Fulfill Your Potential

Responsibilities

Maintain current technical expertise in the rapidly changing technology of Albany Med Information TechnologyUse customer feedback as a basis for taking actions, which solve customer problems quickly and effectivelyProvide best effort support for non-standard applications and hardwareParticipate in on-call rotation and help troubleshoot customer issuesMaintain confidentiality by using and communicating information only as needed to perform one’s dutiesPerform at or above the Information Technology performance standardsFulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)Complete other duties or assignments as designated by management

The Impact You Can Make

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. The Help Desk Tech escalates and notifies Information Services 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.

Team Impact

High degree of contact internal and external to Albany Med, including anyone who could possibly call the Help Desk phone line

The Glens Falls Hospital Impact

Mission

Our Mission is to improve the health of people in our region by providing access to exceptional, affordable, and patient-centered care every day and in every setting.

How You Will Fulfill Your Potential

Responsibilities

Maintain current technical expertise in the rapidly changing technology of Albany Med Information TechnologyUse customer feedback as a basis for taking actions, which solve customer problems quickly and effectivelyProvide best effort support for non-standard applications and hardwareParticipate in on-call rotation and help troubleshoot customer issuesMaintain confidentiality by using and communicating information only as needed to perform one’s dutiesPerform at or above the Information Technology performance standardsFulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)Complete other duties or assignments as designated by management