Help Desk Coordinator
St. Johnsbury-VT-05819-United States
The Northeastern Vermont Regional Hospital (NVRH) Information Services team is seeking a dedicated Help Desk Coordinator to serve as the first point of contact for our clients' technical support needs. In this role, you'll diagnose and resolve complex technical issues, conduct thorough root cause analysis, and seamlessly escalate matters when specialized expertise is required. You'll leverage our help desk ticketing system to manage and prioritize user requests efficiently, while supporting critical processes such as user account creation, onboarding, and system administration, utilizing Kace SMA Appliance and custom scripting. This position includes participation in our after-hours support rotation to ensure continuous service delivery (night and weekend call).
Duties and responsibilities will include:
- Technical Support & Troubleshooting: Log and resolve help desk tickets, assess the impact of problems on critical operations, and apply systematic troubleshooting techniques while ensuring 30-minute response times during business hours
- User Onboarding & System Management: Create new user accounts, manage onboarding workflows through Kace SMA, execute PowerShell automation scripts, and maintain EMR user access in the Iatrics program
- Ticket Management & Communication: Monitor and triage Kace ticketing system, answer help desk calls, resolve an average of 50 tickets monthly, and participate in rotating night/weekend on-call schedule
- Technology Provisioning & Professional Development: Deploy and maintain phones, beepers, and associated software services while staying current with industry trends through vendor training and professional education programs
Qualifications:
- Bachelor's degree in Computer Science or related field, or equivalent experience with spreadsheet and database software
- 3-5 years of customer service experience, preferably in healthcare or clinical environments
- Strong communication skills with the ability to translate technical concepts for users at all skill levels
- Healthcare information systems knowledge preferred; must work professionally with diverse user groups
Northeastern Vermont Regional Hospital is located in St. Johnsbury, Vermont, in the Northeast Kingdom. We are a community, not-for-profit, acute care, critical access hospital. NVRH is one of two Vermont hospitals designated Baby Friendly™ by the World Health Organization. The organization offers primary and preventive care, as well as surgical and specialty services, inpatient and outpatient care, and 24-hour, physician-staffed emergency services. Aligned with community partners, NVRH values and invests in efforts to address social conditions, creating well-nourished, well-housed, physically healthy, mentally healthy, and financially secure communities. NVRH serves the health needs of over 30,000 people in Caledonia and southern Essex Counties in Vermont, employing more than 700 dedicated staff.
Join our healthcare team dedicated to delivering exceptional services to your community at NVRH! We offer competitive compensation featuring enticing benefits such as student loan repayment, tuition reimbursement, paid time off, a complimentary gym membership, affordable health, dental, and vision plans, a 401(k) with company matching, and additional perks. Discover a fulfilling career with us where you can make a meaningful impact while enjoying comprehensive rewards and support.
This position is on-site in St Johnsbury, Vermont.
PI274417393
