Help Desk Specialist

The Help Desk Specialist role supports corporate computer assets for Driscoll Health in Corpus Christi, TX. This onsite position focuses on help desk hardware and software installation, technical assistance, remote support, and ticketing operations for users and workstations.

Core Responsibilities

• Maintain strict confidentiality and follow hospital policies and procedures.
• Support ethical business practices and act in alignment with corporate compliance and integrity guidelines.
• Inspect help desk equipment and prepare devices for delivery to end users.
• Log incoming calls in the ticketing system database and close help desk tickets in a timely manner.
• Monitor outstanding tickets and escalate issues when needed.
• Install and maintain hardware and peripherals including monitors, keyboards, printers, and disk drives.
• Load approved software packages such as operating systems and productivity applications.
• Support network client setup, including installing client software and configuring TCP/IP on client workstations.
• Provide remote user support using remote control applications, RDP, or SMS.
• Use basic networking knowledge to troubleshoot system and application issues.
• Resolve as many incoming calls as possible within the scope of knowledge and complete follow-up activities.
• Route assigned tickets to the appropriate person and answer questions about system procedures, system status, and downtime.
• Stay informed about system changes that affect customers and ask appropriate questions to determine problem urgency.
• Follow written and/or oral standard operating procedures for repetitious application processes.
• Communicate effectively with department and hospital staff and perform shift maintenance, including vacuuming the computer area and related equipment, as required by departmental guidelines.
• Perform additional duties as assigned by the Helpdesk Manager.

Technical Support Scope

• Create user accounts and complete password resets.
• Provide print services and perform basic system troubleshooting.
• Re-image PCs and repair or replace PCs and printers.
• Configure email clients.
• Perform advanced troubleshooting and escalate complex problems.
• Serve as Telecom Support Admin by receiving requests, following up, communicating system failures, and ensuring proper ticket documentation for requests, PC setups, and configuration changes.

Requirements

• High school diploma or GED.
• 2 years of experience preferred.
• Preferred certifications: A+ and Microsoft Certified Professional (MCP).
• Working technical knowledge of personal computer hardware including CPU, I/O cards, LAN cards, hard disks, memory chips, CD-ROM, and peripherals such as modems, printers, and scanners.
• Advanced knowledge of Microsoft desktop operating systems and applications including MS Windows XP, Windows 7, and Windows 10, plus Internet Explorer, Google Chrome, Outlook, and the MS Office Suite (Word, Excel, PowerPoint, Access).
• Basic understanding of networking technologies.
• Ability to resolve simple to moderately complex equipment or software failure issues.

Technologies

• TCP/IP, RDP, SMS
• Remote control applications
• MS Windows XP, MS Windows 7, MS Windows 10
• Internet Explorer, Google Chrome
• Outlook, MS Office Suite (Word, Excel, PowerPoint, Access)
• A+, Microsoft Certified Professional (MCP)