Job Description

Job Summary
The HCI Help Desk is the central point of contact for all IT related incidents and service requests for Huntsman Cancer Institute. The help desk engineers are the first contact for support for all IT related issues. Technical support includes, but is not limited to, incoming phone calls, walk-up traffic, online support tickets and service requests, automated pages and alerts and emails.

Huntsman Cancer Institute (HCI) is an Equal Opportunity Employer committed to hiring individuals whose merit and experience promote a diverse, inclusive, anti-racist workforce and culture.

Each employee has a unique background and life experience. We believe that maximizing diversity fuels the success of our organization. In your cover letter or during your interview, we invite you to share how your background, beliefs, and experience will prepare you to be effective in working in an environment that values diversity and is committed to equity, diversity, and inclusion.

Learn more about HCI’s commitments at huntsmancancer.org/edi and/or contact HCI’s Office of Equity, Diversity, and Inclusion.
Responsibilities
ESSENTIAL JOB FUNCTIONS
Respond to service request tickets, phone calls and walk up traffic providing support for all computer, printer, mobile and other IT devices used by HCI personnel.
Help Desk support includes, but is not limited to, the following: configure, setup and troubleshoot desktops and laptops (Windows and MAC OS), tablets, printers, handheld scanners, label printers, Cisco IP phones, and various other hardware and software within the hospital and research environments.
Provide audiovisual support for HCI events.
Create training and how-to documentation for co-workers and users to share via training sessions, the knowledgebase, Teams messaging and channels and SharePoint sites.
Adhere to administrative tasks and workflow including but not limited to
Communicating to the customer within the time specified.
Adding notes to the service requests from ticket submission to resolution.
Update inventory appropriately when handling computer equipment for surplus, ISO alerts, moves or replacements and other items.
Return all computer equipment, tools and other necessary items to the storage area for CATG.
Provide technical and other support for projects led by other departmental staff.
Interface with hospital and research staff when necessary to manage any vendor IT requirements for equipment.
Share important support, vendor and other technical information with the CATG helpdesk and document the information in the knowledge base.
Ensure customer satisfaction with timely, accurate, professional service and support.
Coordinate escalation of issues to the appropriate team as needed.

NON-ESSENTIAL JOB FUNCTIONS
Participation in numerous projects that may require the setup and dismantling of hardware not normally considered to be IT.
Other duties as required.
WORKING CONDITIONS
General climate-controlled office environment.
Low noise level.
Prolonged sitting and repetitive motion due to extended computer use.
Frequent exposure to hospital and research lab environments.
Stress related to conflicting priorities and meeting schedule deadlines.
Daily, professional communication with users of varying IT abilities.
PHYSICAL REQUIREMENTS
Ability to see, speak, hear, write, and understand English.
Sustained attention to detail.
Prolonged sitting and repetitive motion due to extended computer use.
Minimal physical exertion.
Must be able to lift 40 pounds
DISCLAIMER: The above information is intended to describe the general nature of this position and is not to be considered a complete statement of all duties, responsibilities, and requirements.
Minimum Qualifications
Associate’s degree in a computer related field and two years of experience or equivalency (one year of education can be substituted for two years of related work experience) recommended. Demonstrated computer skills, human relations and effective communication skills are required.
Preferences
Be able to read, write, and speak English fluently.
Expert level Windows OS troubleshooting and problem resolution skills.
Very strong Macintosh OS troubleshooting and problem resolution skills.
Good working knowledge of Windows networking and server communications.
Understanding of Active Directory.
Strong analytical, problem solving, and conceptual skills.
Strong teamwork and interpersonal skills.
Excellent verbal and written communication skills and ability to express complex technical concepts in terms that the business unit can understand.
Thrives in a somewhat unstructured hands-on environment that demands a consultative approach spanning multiple environments while maintaining a professional and empathetic demeanor.
Strong customer service skills.
Knowledge sharing and coaching capabilities.