• Service Desk Associate

    Job Location US-MN-Center City
    ID
    2018-6856
    Status
    Full Time
    Shift
    Day
    Schedule
    Mon - Fri
    Hours of Work
    8a-5p
  • Overview

    The Hazelden Betty Ford Foundation is the world's leading organization singularly dedicated to combating addiction to alcohol and drugs with a full continuum of services.

     

    Over the course of a year, we:

    • Serve over 15,000 patients annually through treatment centers in Minnesota, California, Illinois, Oregon, New York, and Florida
    • Educate over 600 professionals through our accredited Hazelden Graduate School of Addiction Studies, Professionals in Residence program and Summer Institute for Medical Students.
    • Provide publishing books and materials for over 32,000 publishing customers
    • Provide prevention services to over 50,000 students across the United States and the world

    One of our key strategic objectives is people - our employees are essential in the process of propelling our organization forward to meet the challenges and opportunities ahead. Are you ready to excel in these challenges and opportunities? Do you possess the qualities below? Join Our Team!

     

    What are we looking for?

    • Individuals with a Client, Customer, and/or Stakeholder Focus 
    • Results-oriented attitude
    • Interpersonal Skills and Teamwork
    • Courage and Commitment
    • Adaptability and Learning Agility

    What do we offer?

    • Competitive Benefits (health, dental, vision, etc)
    • Paid Time-Off
    • Training Opportunities
    • Retirement Savings Plan with Employer Match
    • Tuition Reimbursement
    • Free on-site gym (Center City, Plymouth & Rancho Mirage)

    Diverse individuals encouraged to apply.
    Equal Opportunity Employer:  Minorities, Women, Veterans, Disabilities

    Responsibilities

    The Technology Services Service Desk Associate is accountable to provide first level support to end-users, including but not limited to desktop environment, mobile devices, business and enterprise applications, and phone system. Responsible for managing the resolution of systems issues and requests; including logging all incidents, resolution of incidents, processing requests, assigning incidents and requests to other resources as appropriate, and tracking and monitoring all issues to ensure timely resolution.

    • Service Desk Associate:

       

      • Respond to, analyze, investigate, problem solve and resolve users’ incidents/tasks in a timely manner

         

      • Triage tickets to appropriate internal Technology Services groups

         

      • Maintain accurate data capture in tickets to enable integrity

      • Maintain security, data accuracy and integrity

    • Service Desk Support:

       

      • Configure and install hardware, software, and peripheral equipment, following design or installation specifications

         

      • Assist with hardware maintenance schedules and procedures

    • Knowledge Base and Training process:

       

      • Develop skills and knowledge articles

         

      • Maintain knowledge articles for assigned areas, updating current articles and provide new information as appropriate

         

      • Identify and participate in educational opportunities

         

      • Participate in professional organizations to stay current and relevant and improve expertise as it relates to the information technology industry

    Qualifications

    Required Qualifications

    • Associates degree
    • 6 months of Service Desk experience

    Preferred Qualifications:

    • Associate’s degree
    • 1 year of Service Desk experience
    • CompTia A+ certification
    • Knowledge of Healthcare, Publishing or Education industry

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