Help Desk Associate

Job Details

Job Location
Corporate - Harwich Port, MA

Description

Our Culture: Why work with us?

Joining Outer Cape Health Services isn't just about taking on a new role; it's about embracing a mission that goes beyond the day-to-day. Here, you become part of a dedicated team committed to safeguarding and nurturing invaluable community health resources. Our ethos is built on creating a vibrant and inclusive workplace where every team member is valued and recognized for their unique contributions.

Who We Are:

Our mission is to provide a full range of primary health care and supportive social services that promote the health and well-being of all who live in or visit the ten outermost towns of Cape Cod.

OCHS now cares for more than 18,000 patients annually, and no one is denied access to services due to an inability to pay. Founded in 1987 through the merger of Health Associates of Provincetown (established in 1972) and the AIM Medical Center in Wellfleet (established in 1966), Outer Cape Health has a long history of successful growth and expansion in pursuit of this mission. As a Patient-Centered Medical Home, OCHS holds itself to the highest standards. Ensuring patients have access to care when they need it and request it, and validating that staff are working at the top of their licensures, are foundations of this model.

Our Core Competencies:

At Outer Cape Health Services, our core competencies are the foundation upon which our organization is built, guiding us in our mission to deliver exceptional health services to our communities. Our focus on fostering teamwork ensures that we operate as a cohesive unit, valuing each member's contribution and working synergistically towards common goals.

Integrity and honesty stand at the heart of everything we do, creating a culture of trust and respect among our team and the communities we serve. Embracing technology, we continually seek innovative solutions to enhance our services and operations. Finally, being patient-centered, we prioritize the needs and well-being of those we serve, striving to exceed expectations and make a meaningful difference in their lives.

A Day in the Life:

Are you ready for a dynamic role where every day brings new puzzles to solve and opportunities to make a difference? As a Help Desk Associate, you'll be the go-to guru for all things tech. Reporting to the Chief Strategy Officer, you'll be at the heart of our IT operations, ensuring our team has the support they need to deliver top-notch patient care.

What You'll Be Doing:

• Be the Hero: Act as the first point of contact for IT support, resolving technical issues quickly and efficiently to minimize user disruption.
• Problem Solver Extraordinaire: Manage support tickets for hardware, software, and network issues with timely communication and clear solutions.
• Collaborative Troubleshooter: Escalate complex problems to the IT Systems Lead with detailed documentation to aid resolution.
• Master Communicator: Keep users informed throughout the resolution process to ensure a positive experience.
• Insightful Reporter: Generate system performance and compliance reports, helping identify areas for improvement.
• Onboarding Champion: Lead the IT onboarding process-set up accounts, configure system access, and prepare devices for new employees.
• Offboarding Specialist: Manage secure offboarding, including deactivating accounts and recovering IT equipment.
• Team Collaborator: Work closely with HR and department leaders to support seamless transitions.
• Inventory Keeper: Maintain up-to-date records of desktops, laptops, peripherals, and mobile devices.
• Equipment Maintainer: Conduct regular checks and routine maintenance to ensure equipment is in working order.
• Vendor Coordinator: Liaise with vendors for equipment repairs, replacements, and procurement needs.
• Life Cycle Manager: Track IT asset lifecycles and recommend upgrades or replacements as needed.
• Guidance Provider: Educate users on IT best practices, including security and efficiency tips.
• Documentation Developer: Create and update user guides, FAQs, and how-tos to reduce dependency on help desk support.
• Trainer: Support basic IT training sessions to boost staff confidence with tech tools.
• Process Improver: Suggest workflow improvements to streamline the help desk and improve service.
• Compliance Enforcer: Ensure IT operations align with healthcare compliance standards like HIPAA and follow internal policies.
• Record Keeper: Maintain accurate logs of support tickets, IT assets, and account changes to support audits and internal reviews.
• And More: Jump in with additional IT-related tasks as needed.

Qualifications

What We Need From You:

• Education: High school diploma or equivalent required; a Bachelor's degree in a related field is a plus.
• Experience: 6 months to 1+ year in a help desk or IT support role (internships count.). Healthcare IT experience is a bonus.
• Skills: Strong interpersonal and communication skills with a passion for delivering outstanding user experiences.
• Technical Proficiency: Familiarity with Microsoft 365, Windows OS, and basic networking (TCP/IP, DNS, VPN).
• Attention to Detail: Precision and care when handling inventory, onboarding, and offboarding tasks.
• Problem-Solving: Ability to troubleshoot and resolve common tech issues quickly and calmly.
• Team Player: Able to thrive independently and collaboratively in a fast-paced environment.
• Multi-Tasker: Comfortable juggling priorities and shifting gears when needed.
• Customer-Focused: A natural at providing top-tier customer service and support.
• Mobility: Must have reliable transportation to travel between sites as needed.

AAP/EEOC Statement:

Outer Cape Health Services is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any protected class under federal, state, or local law is a violation of our policy and is against the law. Equal employment opportunity is provided to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, covered veterans status, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, political affiliation, or any other protected characteristic. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, placement, promotion, termination, reductions-in-force, recall, transfer, leave of absence, compensation, and training.