The ImpactYou Can Make The Help Desk Tech provides initial employee support for technical inquiries received via the telephone and/or email. The Help Desk Tech will assess the nature of problems and resolve basic support issues over the phone, utilizing remote access and all provided technical utilities, scripts and documentation. The Help Desk Tech escalates and notifies Information Services employees appropriately according to documented standard operating procedures. The Help Desk Tech is responsible for an exemplary customer service experience for all Albany Med employees during their interaction with the Albany Med Help Desk. * *Team Impact High degree of contact internal and external to Albany Med, including anyone who could possibly call the Help Desk phone line * *The Glens Falls Hospital Impact Mission Our Mission is to improve the health of people in our region by providing access to exceptional, affordable, and patient-centered care every day and in every setting. * *How You Will Fulfill Your Potential Responsibilities * Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology * Use customer feedback as a basis for taking actions, which 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 (personnel illness, vacation, education, etc.) * Complete other duties or assignments as designated by management Education/Accredited Programs * High school diploma/ GED required * Associate’s or Bachelor's degree preferred, preferably in a math, science, or technology related field of study. Skills/Abilities * Ability to respond to phone and email requests for support * Ability to adhere to documentation and troubleshooting processes. Ability to assist in determining the cause of an issue to resolve/route appropriately. * Ability to assist with documenting issues and escalating/notifying others according to documented process. * Ability to adhere to proper customer service standards in all interactions with Albany Med employees both verbally and written * Ability to adhere to documented process and documentation * Ability to assist with improving work flows to better understand and utilize processes, procedures, and operations. * Some knowledge of Microsoft Windows operating systems, Active Directory and computer hardware. Communities We Serve Located in the foothills of the beautiful Adirondack mountains, Glens Falls is conveniently located a short drive away from the capital region and Lake George. Work at the top of your profession and jumpstart your next career here at Glens Falls Hospital! Salary Range The expected base rate for this Glens Falls, New York, United States-based position is $19.79 to $31.66 per hour. Exact rate is determined on a case-by-case basis commensurate with experience level, as well as education and certifications pertaining to each position which may be above the listed job requirements. Benefits Glens Falls Hospital is committed to providing our people with valuable and competitive benefits offerings, as it is a core part of providing a strong overall employee experience. A summary of these offerings, which are available to active, full-time and part-time employees who work at least 30 hours per week, can be foundhere. *Job: Support Services *Title: *Help Desk Technician - Hospital Information Systems (HIS) Location: NY-Glens Falls Requisition ID: 240CU