Help Desk Tech II - 2nd Shift, M-F

Albany Medical Center invites you to join as a Help Desk Tech II for the evening shift. This on site role supports the AMHS - IT Infrastructure team, emphasizing customer service and teamwork. The position runs Monday through Friday, with a salary range of $49,763 to $69,668 per year. Based in Albany, NY, this role offers on site collaboration within a healthcare IT environment and the chance to grow your IT support skills.

Responsibilities

• Answer the Help Desk support line and provide assistance in alignment with documented processes, SOPs, documentation, and training
• Respond to email requests in alignment with documented processes, SOPs, documentation, and training
• Adhere to Customer Service Standards in all verbal and written interactions with users
• Work as part of a team to meet goals set forth by Help Desk Management
• Meet all documented and communicated Help Desk metrics that drive overall Help Desk performance
• Maintain current technical expertise in the rapidly changing technology of Albany Medical Center IT
• Use customer feedback as a basis for taking actions to solve customer problems quickly and effectively
• Provide best effort support for non standard applications and hardware
• Participate in on call rotation and help troubleshoot customer issues
• Maintain confidentiality by using and communicating information only as needed to perform one’s duties
• Perform at or above the Information Technology performance standards
• Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence

Requirements

• Desire to pursue a career in Information Technology
• Knowledge of and ability to adhere to customer service standards and ensure that all written and verbal interactions with users meet those standards
• Ability to complete tasks as documented by departmental SOPs, processes, documentation and training
• Ability to escalate issues that fall outside of training and documentation for disposition by senior peers or management
• Ability to work as part of a team to meet goals set forth by Help Desk Management
• Ability to meet documented and communicated Help Desk metrics
• Willingness to participate in on-call rotation and help troubleshoot customer issues