Help Desk Specialist - Registry

Shirley Ryan AbilityLab is the global leader in physical medicine and rehabilitation for adults and children with the most severe, complex conditions. By joining our team, you’ll be part of our life-changing mission and vision. You’ll contribute to an innovative, multifaceted culture that is second to none — one that embraces collaboration, excellence, discovery and compassion. You’ll play a role in something that’s never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes — as we Advance Human Ability, together.

Job Description Summary

The Help Desk Specialist will provide "Tier 1" hardware and software support for end users. Participates in network maintenance and support activities such as hardware installations, software installations, system monitoring and back-ups, establishment of user accounts, background job runs, and report deliveries. Interacts with network and application teams to restore service and/or identify and correct core problems and training needs. May work on simple applications for departmental use or participate in other projects within the organization.

The Help Desk Specialist will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.

The Help Desk Specialist will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.

Job Description

The Help Desk Specialist will:

• Provide first tier end-user support via telephone in ACD Help Desk Environment.

• Provide face-to-face support to end-users as directed by the Manager, IS Operations.

• Resolve end users IS technology issues.

• Install hardware, software and peripherals, troubleshooting basic hardware and software problems.

• Document user interactions per established procedures.

• Manage and document resolutions in assigned work queue to ensure issues are resolved, and appropriate trouble ticket documentation is captured.

• Recommend system and process modifications to reduce user problems and improve customer service.

• Prepare status reports for all work performed per established routines and procedures.

• Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships:

• Reports directly to the IS Operations Manager.

Knowledge, Skills & Abilities Required:

• High School Degree required, A+ certification preferred.

• Minimum of 3 years of network/application support experience required.

• Superior customer service skills.

• Experience trouble shooting PCs and printers in a client server environment required.

• Knowledge of Windows operating systems and the MS Office (Word, Excel, Access, PowerPoint, and Outlook).

• Experience with Cerner and Microsoft Great Plains desirable, but not required

• Familiarity with healthcare delivery processes a plus.

• Ability to work effectively and responsibly in a team or independently.

• Ability to read, understand and implement established procedures.

• Ability to drive to SRAlab remote sites in the Chicagoland area to provide end-user support

• Ability to transport and move PCs, printers, and related hardware weighing up to 30 pounds.

Working Conditions:

• Normal office environment with little or no exposure to dust or extreme temperature.

Pay and Benefits*:

Pay Range: $25.00 per hour 

Benefits: Shirley Ryan AbilityLab offers a comprehensive benefits program that is competitive with our industry peers in our geographic locations:  https://www.sralab.org/benefits

*Benefits and benefits’ eligibility can vary by position. 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Pay and Benefits*:

Pay Range:

Benefits: Shirley Ryan AbilityLab offers a comprehensive benefits program that is competitive with our industry peers in our geographic locations:  https://www.sralab.org/benefits

*Benefits and benefits’ eligibility can vary by position.

Benefits

Learn about the benefits of working at Shirley Ryan AbilityLab, including vacation hour, healthcare plans, 401k and more.

Benefits

Equal Employment Opportunity Employer

Shirley Ryan AbilityLab is an Equal Employment Opportunity Employer. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, disability, sexual orientation, gender identity, genetic information, military status, order of protection status, unfavorable discharge from military service, or any other characteristics protected by law.

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Shirley Ryan AbilityLab is an Affirmative Action Employer as required by law.