Help Desk Specialist II

Location: Woburn, MA
Job ID: 166381-1A
Date Posted: Mar 19, 2021
Category: Specialist

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Job Description

Welcome To

Welcome to Shared Services, our team uses a coordinated approach to delivering administrative and operational services across Lahey. Our Shared Services colleagues leverage resources across the organization to ensure we provide high-quality, high-value care to the communities we proudly serve.  The Shared Services team includes colleagues who focus on business and network development, legal services, facilities and real estate, human resources, information technology, finance, philanthropy and marketing and communications.


About the Job

Under the general supervision of the Associate Director of User Services & Desktop Technology within established hospital, clinic, and department policies and procedures, provides the highest quality of comprehensive technical support to users of information technology in a LAN/WAN, multi-platform computer /telephony environment.  Responsible for all aspects of incident management including analyzing, resolving, and following up on desktop, client/server, and mainframe-based computing questions.  Proactively identifies challenges and solutions to support users.  Configures personal computer hardware and software, including installations and upgrades. Serves as a trainer and mentor to the junior staff. 

Essential Duties & Responsibilities including but not limited to:

  • Works a flexible schedule when necessary

  • Works independently, reporting to the Help Desk Team Leader and the Associate Director on a regular basis.

  • Carries pager during scheduled work hours and responds to pages in a timely fashion.

  • Develops and maintains departmental software including table maintenance and knowledge bases.

  • Contributes to publications regarding User Services.

  • Contributes to strategic and tactical planning of Help Desk services.

  • Actively participates in team meetings, bringing forward challenges and offering solutions for the users' working environment.

  • Maintains state-of-the-art technical knowledge to support an increasing inventory of desktop, departmental, and mainframe software and hardware products.

  • Effectively markets Information Technology by developing and maintaining positive working relationships with physicians, department managers, support staff, and department colleagues.

  • Contributes to the development of Help Desk standards, procedures, and policies. Contributes to the design and implementation of all Help Desk systems to provide a high quality, responsive service that facilitates problem reporting and resolution.

  • Conducts informational/educational sessions for user community both in group and individual sessions.

  • Communicates with users to ascertain that requests/problems are resolved and that users are satisfied with the resolution. Initiates and follows up on any additional required action.

  • Communicates Information Technology policies to the user community, including, but not limited to, access, procurement, installation, and support.

  • Resolves problems with account access privileges on request.

  • Responsible for computer system sign-on access privileges including account creation, activation, maintenance, and deletion

  • Assigns, maintains, configures and monitors user and work group accounts on all applicable platforms. Ensures completeness and accuracy of information, and confirms appropriate authorization.

  • Monitors trends to identify any major system problems and uses professional judgement combined with established protocols to set priorities. Provides a comprehensive assessment to all Information Technology teams to prevent system outages and/or to facilitate problem resolution.

  • Provides ongoing training and direction to first level support staffing with attention to triage/communication improvements.

  • Escalates problem incidents and assigns inquiries to management and/or other teams as appropriate. Provides clear and complete descriptive information regarding the nature of the problem.

  • Provides technical support for desktop, departmental, and mainframe hardware and software computing issues.


High School Diploma

Licensure, Certification & Registration:



A minimum of four years of direct Help Desk experience providing successful technical support services in a multi-platform, medium to large scale computing environment.

Skills, Knowledge & Abilities:

Proven knowledge of and hands-on experience with workstation operating systems, applications, hardware and systems integration. Proven customer service, interpersonal and verbal and written communication skills. Proven ability to balance multiple assignments on a daily basis and manage time appropriately with minimal supervision. Proven ability to maintain professional demeanor under stress. Proven ability to operate effectively in a team environment. Knowledge of infrastructure (Active Directory, Microsoft Exchange, Peoplesoft) and other hospital applications.

About Us

Beth Israel Lahey Health is an integrated system providing patients with better care wherever they are. Care informed by world-class research and education. We are doctors and nurses, technicians and social workers, innovators and educators, and so many others. All with a shared vision for what healthcare can and should be. We are committed to attracting, developing and retaining top talent. We strive to create a diverse and inclusive workplace that reflects the communities in which we work and serve. With a team approach to care, we encourage learning and growth at all levels and offer competitive salaries and benefits.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.