The mission of Archcare is to foster and provide faith-based holistic care to frail and vulnerable people unable to fully care for themselves. Through shared commitments, the system seeks to improve the quality of lives of those individuals and their families.
The IT Help Desk Desktop Technician’s role is to ensure proper computer operation for the ArchCare organization so that Care Members can accomplish their business tasks. This role includes receiving, prioritizing, documenting, and actively resolving Care Member Break Fix incidents as well as Service Requests that may be received via phone calls, e-mail, or walk-ups. Problem resolution may involve the use of diagnostic, remote access, and tracking tools, as well as require that the individual provide in-person, hands-on help at the Desktop level.
• Provided Level 1 IT Support for all inbound calls and e-mails to the IT Help Desk for all Break/Fix issues and Service Requests.
• Perform technical support of core operating systems (OS) issues, i.e. Windows 10, core productivity applications, i.e. MS-Office 2013, and core application automation within IT Operations.
• Manage IT Help Desk ticket assignments and escalations to Level 2 & 3 support as needed.
• Maintain and trouble shoot hardware and software issues.
• Maintain HIPAA best practices and compliance in EDI, Privacy, and Security.
• Maintain IT contact information, KnowledgeBase databases, and other required information and reports.
• ArchCare promotes strong Cyber Security practices. Cyber Security is everyone'sresponsibility. All ArchCare's cyber security policies are located in Policy Tech; ArchCare's Policy and Procedure Repository. You are required to read the cyber security policies.
