Job Description

Service Desk Specialist - FT Benson Hospital
Job CategoryInformation Technology
ScheduleFull time
Shift1 - Day Shift

Benson Hospital Position Description

Job Title: Information Technology Service Desk Analyst Department: Information


Reports To: Information Technology Director


The Information Technology Service Desk Analyst is responsible for assistance in

maintaining IT resources in the Hospital including workstations and related

peripherals, network infrastructure, copiers/printers/FAX, applications and

telecommunications. This includes configuration, maintenance, troubleshooting

and end user support/training.


1. Handles work requests entered through the service desk system which includes:

a. End user workstation issues (Windows, internet, office applications and

other general hardware and software troubleshooting).

b. Application issues related to any specialty software used in the hospital.

c. Copier/Printer related issues.

d. General network connectivity troubleshooting and repair.

e. Telephone/FAX issues.

f. Audio/Visual system issues.

g. Hardware/software upgrades and associated configurations.

2. Performs or assists in installing, diagnosing, repairing and maintaining end user

devices, applications and related infrastructure.

3. Participates in disaster recovery testing.

4. Assist in implementing and maintaining HIPAA compliance.

5. Perform other duties as assigned by the IT Director or Service Delivery Manager.

6. Complies with the hospital Corporate Compliance Program.

7. Participates in assigned meetings.


1. Ability to carry out assigned work requests and maintenance tasks with the

need for limited supervision.

2. Principles, practices, and techniques in the installation, maintenance and

troubleshooting of workstations, peripherals, network infrastructure, printers

and other related hardware and software issues.

3. Strong knowledge in operating system and common application knowledge

(web browsers, Microsoft Office, Adobe etc.)

4. General knowledge in network infrastructure to troubleshoot and solve common

network/internet related issues. Troubleshoot and diagnose severity of network

problems and make repairs with little or no assistance.


5. General knowledge in analog and VOIP based phone systems.

6. General familiarity with desktop printers. Ability to resolve common issues both

hardware and software related.

7. General familiarity with A/V systems like smart TVs, digital display

systems/kiosks, audio/paging and related systems.

8. Make decisions and resolve problems. Seek out information and data to

evaluate, prioritize and formulate best solution or practice.

9. Communicate clearly and concisely, both orally and in writing.

10. Establish and maintain effective working relationships; work independently

and demonstrate initiative.


1. High School Diploma or GED

2. A+ Hardware & Software, MCSA Windows 10 or equivalent certifications a plus.

3. Two years of PC computer troubleshooting, diagnosis and repairs including

hardware and software. Wide variety of knowledge in Windows workstation

based operating systems. Wide variety of knowledge in general applications used

on above systems.

4. Two years’ experience in network implementation, configuration, and

maintenance. Includes experience with LAN/WAN operations, VPN and other

remote access solutions, high speed Internet and telephony solutions.



The physical demands described here are representative of those that must be

met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions.

Balancing Crouching Carrying (30 lbs.) Climbing

Kneeling Seeing-


Standing Stooping

Keyboarding Lifting (30 lbs) Crawling Grasping

Pulling Talking Walking


The work environment characteristics described here are representative of those

an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities

to perform the essential functions

Airborne Particles Explosives Muscular Strain Temperature

Caustics Fumes Noise Toxicants

Chemicals High Places Odors Vibration

Electrical Current Moving Parts Physical Abuse Vision Strain





Application Instructions

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