IT Service Desk Technician I-Information Systems

Job Description:

Education:

Required: High school diploma, GED or higher level degree Preferred: Associates degree in IT related fieldRequired: 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

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: 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

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