HelpDesk Specialist III

Chicago, IL, United States

By joining our team, you'll be part of our life-changing Mission and Vision. You'll work in a truly inclusive environment where diversity and equity are championed through words and actions. You'll contribute to an innovative culture that is second to none, one that embraces curiosity, discovery and compassion. You'll play a role in something that's never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes - as we Advance Human Ability, together.

Job Description Summary

Equipped with advanced IT technical knowledge, a client-focused skillset, and Tier III level of IT Operations experience, the Help Desk Specialist III professional will play a vital role in the Help Desk team ensuring the delivery of high-quality and high-efficiency technical support to all levels of users throughout SRAlab. A high degree of initiative and technical knowledge, ownership, ability to resolve complex technical problems, commitment to quality customer service, ongoing and continuous improvements, professional demeanor, and teamwork must be demonstrated in this role.

The Help Desk Specialist III will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion

for patients and their families, fellow employees, and all others with whom there is contact with in the interest of the institute.

The Help Desk Specialist III will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.

Job Description

The Help Desk Specialist III:

Serves as the expert level/Tier III point of escalation and a go-to person for the Help Desk team members in incidents, problems, and service resolutions.

Effectively utilizes Information Technology Service Management (ITSM) system for service request information gathering, user service-related communication, service escalation, work queue processing, knowledge base building, etc./

Assesses and analyzes incoming requests and collaborates with support Tier 1 and Tier 2 technicians to determine the appropriate course of action to deliver an effective resolution.

Addresses IT requests with precision and promptness while analyzing patterns to determine and address root causes.

Efficiently manages and executes service requests while collaborating with other teams and analysts to ensure timely service delivery and user satisfaction.

Implements a structured problem response process, logging, assigning priority, and ensuring timely resolution.

Recommends system and process modifications to reduce user problems and improve customer service.

Mentors Tier 1 and Tier 2 helpdesk staff by sharing knowledge and technical know-how and developing an upto-date repository of IT knowledge base articles, "how to" documents, and solutions.

Contributes to customer support improvement by actively responding to queries, emails, and calls while also handling complaints.

Provides advanced-level end-user support via remote support tools, over the phone in an automatic call distribution (ACD) Help Desk environment, or in person.

Works closely with IS Operations Manager and participates in regular reviews and feedback sessions, ensuring services consistently meet or exceed expectations.

Continues to learn new technologies and systems implemented within the environment and becomes proficient in their use and support.

Performs all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships Reports directly to IS Operations Manager

Knowledge, Skills & Abilities Required Requires advanced knowledge of computer technology and information management concepts typically acquired through completion of a bachelor's degree in computer science, Information Systems or other closely related field.

A minimum of 5-7 years of experience in IT Operations Help Desk role supporting a corporate environment and systems, hardware, software, with at least 3 years at a Tier III level.

Proven experience utilizing Information Technology Service Management (ITSM) system for users support and service lifecycle management.

Hands-on experience and advanced knowledge of a multitude of current IT systems, technologies, hardware, applications, IT security, e.g., laptops/desktops/tablets/peripherals, Active Directory, Microsoft Azure, Microsoft 365 environment, Windows/Mac/Linux OS, MS Office products, Two-Factor Authentication (2FA), security tools /systems, Citrix, network communication protocols, etc.

High-level attention to detail, exceptional written and verbal communication skills, strong analytical, problem solving, and decision-making skills are required.

Ability and willingness to continue acquiring and sharing knowledge of new technologies with an aptitude to learn, retain and become an expert of the new systems, applications, platforms, etc.

Superior customer service skills and advanced ability to review, analyze, and identify root cause of IT issues using creative problem-solving skills and troubleshooting techniques.

Ability to effectively utilize in-person and remote support skills and tools to assist clients and resolve issues in a professional and timely manner.

Ability and willingness to coach junior staff to work effectively and responsibly in a team or independently.

Willingness to participate in an on-call rotation.

Technical certifications, A+, Microsoft at the MCSE/MCITP levels or higher desirable.

Familiarity with healthcare delivery processes and experience with healthcare Electronic Health Record (EHR) systems (Epic, Cerner, Meditech, etc.) desirable, but not required.

Working Conditions Helpdesk Specialist III is a hybrid position (partly remote and on-prem).

24x7x365, Healthcare IT Operations Helpdesk.

Equal Employment Opportunity

ShirleyRyan AbilityLab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.