Located in the heart of the Coachella Valley, you have access to resort-style living and world-class amenities throughout Southern California.
Job Description:
Education:
Required: High school diploma, GED or higher level degree
Preferred: Associates degree in IT related field
Licensure/Certification:
Required: CompTIA A+ or equivalent within one (1) year of hire
Preferred: HDI-CSR or equivalent
Experience:
Required: One (1) year of experience in customer service or completion of Service Desk Technician rotation in EMC IS Apprentice Program
Preferred: IT Service Desk experience in Healthcare
Job Objective:
Provides quality and rapid 24x7 technical support to Eisenhower Health’s workforce, affiliates, and patients. The IT Service Desk Technician I will be responsible for assisting end-users with basic IT issues, troubleshooting hardware and software problems, and escalating complex issues to higher-level technicians as needed. Your passion for Information Technology, exceptional communication, and problem-solving skills will be essential in ensuring timely and efficient resolution of our customer’s technical issues.
Essential Responsibilities:
- Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.
- Provides level I technical support to end-users, including diagnosing and resolving hardware, software, and network issues.
- Provides step-by-step guidance to end-users on technical problems.
- Performs remote troubleshooting to support remote users.
- Escalates more complex issues to level II support staff.
- Creates user incidents for all service desk calls that include required contact information, clear description of issue, troubleshooting notes, and escalated/resolved appropriately.
- Manages access requests and creates accounts for non-provisioned applications.
- Assists with staff onboarding, account setup, hardware setup, and software configuration.
- Completes assigned Service Requests within the Service Desk Technician's area of responsibility following all documented procedures.
- Provides remote technical support to patients who need IT assistance with our patient portal.
- Maintains the service desk self-service queue within Service Level Agreement (SLAs) parameters.
- Assists in the resolution of customer requests resulting in high-levels of customer satisfaction.
- Revises existing knowledge base articles to assist with the resolution of customer’s issues.
- Utilizes the knowledge base and other in-house tools to assist with resolving service desk calls.
- Meets Service Desk Technician benchmark metrics on a monthly basis. Metrics include First Level Resolution (FLR), tickets created vs. calls handled, and average customer satisfaction.
Essential Skils:
- Ability to troubleshoot iOS and Android devices with mobile device management software
- Knowledge of Windows Active Directory and Exchange user administration
- Ability to work independently and collaborate in a team environment
- Ability to provide level I remote technical support for Windows OS, Active Directory, Microsoft Exchange, MacOS, and Microsoft Office products
- Ability to provide an excellent service desk experience to all customers
- Basic understanding of TCP/IP, wireless and networking principles, and digital/VOIP telecommunications equipment
- Basic technical knowledge for troubleshooting issues related to multi-function devices such as printers, fax machines, scanners and general office equipment
- Excellent multitasking skills; detail-oriented and highly organized
- Web programming and SQL Server knowledge
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and willingness to learn
- Technical understanding on how to troubleshoot issues on computers, laptops, and mobile devices
