IT Help Desk Specialist - Remote at Mayo Clinic

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About the position

Responsibilities

  • Act as the initial support contact for reported issues regarding computers and related technologies from internal staff.
  • Troubleshoot, resolve, or escalate problems or incidents correctly and document all actions taken.
  • Provide outstanding customer service in a team-based environment.
  • Explain basic concepts or procedures in a clear and concise manner to a diverse customer base.
  • Quickly learn support skills for new applications.
  • Mentor and support less senior or less experienced co-workers.
  • Manage time effectively and demonstrate project management skills.

Requirements

  • High School diploma or GED with 4+ years of experience in an IT or call center environment and 2 years in a customer service position; OR an Associate's degree with 2 years of experience in an IT or call center environment; OR a Bachelor's degree.
  • Typing skills of 25+ words per minute.
  • Excellent computer troubleshooting and problem-solving skills.
  • Ability to customize an operating system and install/configure off-the-shelf applications.
  • Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.).
  • Demonstrated ability to configure a PC for network connection using common networking protocols.
  • Understanding of Mayo's focus on patient care and its impact on Help Desk issue prioritization.
  • Ability to use call tracking software and related tools for documentation of call center operations.
  • Ability to use knowledge base and other online solution resources effectively.
  • Demonstrated ability to prepare new/used PC equipment for fresh installations of operating systems.

Benefits

  • Competitive compensation
  • Comprehensive benefit plans
  • Continuing education and advancement opportunities
  • Support for innovation
  • Commitment to diversity, equity, and inclusion
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