Help Desk Specialist

Haven Hospice

job description


The Help Desk Specialist is primarily a technical support role that delivers exceptional customer service to the Haven organization. This position is an integral part of the Help Desk team that provides customer service and technical support for Haven users including user administration, hardware and software support, troubleshooting and systems administration. The position is also responsible for Help Desk follow up, resolution and documentation. In addition, this position assists the Network and System Administrators when needed in maintaining agency backups, email support and inter-site connectivity.


The Help Desk Specialist reports directly to the IT Manager.


  • Accurately and efficiently provides technical support for hardware, software and network systems.

  • Performs maintenance of network systems hardware and software including upgrades, installation of new software and system drivers. Ensures optimization of systems resources.

  • Assists in maintaining official Haven disaster recovery procedures to ensure safe and dependable access to stored data.

  • Demonstrates a strong technical knowledge of current information and software system solutions to Haven network software development challenges.

  • Accurately installs, configures, inventories and troubleshoots for PC's, printers, fax machines and other related hardware in a timely manner. Assists in the maintenance of phone and voice mail systems to ensure optimization of system resources; Performs necessary maintenance on phone system and/or arranges appropriate personnel to service system when needed.

  • Provides support for Windows desktop and laptop computers.

  • Responsible for daily IS Help Desk follow up and resolutions to ensure optimal service to agency; documents appropriately. Audits trends of hardware, software, fax and printer problems and malfunctions. Maintains accurate, consistent and current records of user support requests and resolution.

  • Performs additional IS Help Desk duties in a timely, accurate and efficient manner as assigned.

  • Exhibits critical thinking abilities and applies them for continuous improvement of services and Haven. Demonstrates ability to think creatively, identify and make recommendations to the Manager of Information Technology.

  • Consistently demonstrates initiative and skills in planning and organizing work. Demonstrates ability to prioritize workload and ensures that all projects are completed by deadlines. Uses own knowledge and experience base and other resources as necessary to make logical decisions and solve problems.

  • Assist when needed in maintaining agency backups, email support and inter-site connectivity.


Service Excellence: Demonstrates a strong commitment to customer satisfaction, including for patients and families, care partners, and fellow Associates. Anticipates and acts on patient and family needs and expectations.

Cultural fit- Alignment with the Haven Mission; embodies the values of collaboration, accountability, respectfulness, ethical behavior and service-driven; passionate about doing whatever it takes to provide the best possible care and service to patients and families; highly committed to improving advanced illness care in all practice settings.

Demonstrated ability to work non-judgmentally with persons of varied cultural, religious and socioeconomic backgrounds and lifestyles.

Represents Haven well externally and conveys a professional and positive image


Promotes a culture of compliance and can articulate Haven’s compliance message and commitment.

Compliance - Compliance with the Code of Ethical Business Conduct, Medicare/Medicaid Conditions of Participation, 3rd Party Payer Requirements, HIPAA, Agency Policies and Procedures, Associate Handbook, Anti-Harassment and Discrimination policy, applicable laws, Accreditation Standards, applicable Business Practices and approved Agency Work Flow Processes is an expectation of employment. Reports non-compliance or compliance concerns to immediate supervisor, the Compliance Officer, or the Compliance Hotline (877-286-3889). As an associate of Haven, it is your responsibility and a condition of employment to inform your supervisor within 24 hrs if you become debarred, excluded or otherwise ineligible, or potentially ineligible, for participation in any Federal Healthcare Program.

QUALIFICATIONS Associates Degree with 2-3 years related experience or Bachelor’s Degree in Computer Science with a minimum of 1 year of experience required. Equivalent experience will be considered in lieu of degree. The following certifications are preferred: A+, MCITP or MCSA or MCSE

Extensive knowledge of Windows operating systems including Windows 7, Windows 10, Windows Server 2008/2012 is preferred. Experience with Exchange 2010/16, Imaging, PowerShell, Hyper-V, Virtualization and Cisco Voice (Unified Communication) is beneficial.


OSHA Category III

No occupational exposure to blood and other potentially infectious body fluids and materials.

Tools and Technology

Position requires expertise in various learning technologies: Microsoft Office, learning management systems, online learning development tools, automobile.

Work Environment

Normal office environment. This position requires frequent sitting, standing, walking, bending, stooping, lifting up to 50 lbs. Equipment may be lifted from the floor and carried a short distance or put on a cart and transported throughout office. May need to transport equipment on a cart in and out of buildings, across parking lots and on uneven surfaces. Good finger/manual dexterity. The position may require some time traveling/driving in a motor vehicle to meetings and Haven offices. Fast paced work that is mentally demanding in problem solving and working with others. Work with others may, at times, be demanding in stressful situations.

Job Description Acknowledgement:

I have received a copy of my job description and I agree with the duties, responsibilities, and requirements listed therein. I understand that any questions I may have regarding my job description should be directed to my immediate supervisor.

Haven Hospice reserves the right to adjust your regular work schedule and/or duties to meet the needs of the organization and the patients and families we serve.


Must have a clean driving record and reliable vehicle, and can be located in any of our service areas, i.e. Gainesville, Lake City, Chiefland, Orange Park, Jacksonville, or Palatka.


contact information

business: Haven Hospice
address: 4200 NW 90th Blvd
Gainesville, FL 32606
phone: 352-379-6270 (Call Now)