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Job Objective: A brief overview of the position.
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Provides quality and rapid 24×7 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.
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Reports to
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• Manager-Program Management Office and Help Desk
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Supervises
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• N/A
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Ages of Patients
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• N/A
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Blood Borne Pathogens
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• Minimal/ No Potential
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Qualifications
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Education
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• Required: High school diploma, GED or higher level degree
• Preferred: Associates degree in IT related field
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Licensure/Certification
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• Required: CompTIA A+ or equivalent within one (1) year of hire
• Preferred: HDI-CSR or equivalent
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Experience
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• 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
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Essential Responsibilities
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1. Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.
2. Provides level I technical support to end-users, including diagnosing and resolving hardware, software, and network issues.
3. Provides step-by-step guidance to end-users on technical problems.
4. Performs remote troubleshooting to support remote users.
5. Escalates more complex issues to level II support staff.
6. Creates user incidents for all service desk calls that include required contact information, clear description of issue, troubleshooting notes, and escalated/resolved appropriately.
7. Manages access requests and creates accounts for non-provisioned applications.
8. Assists with staff onboarding, account setup, hardware setup, and software configuration.
9. Completes assigned Service Requests within the Service Desk Technician's area of responsibility following all documented procedures.
10. Provides remote technical support to patients who need IT assistance with our patient portal.
11. Maintains the service desk self-service queue within Service Level Agreement (SLAs) parameters.
12. Assists in the resolution of customer requests resulting in high-levels of customer satisfaction.
13. Revises existing knowledge base articles to assist with the resolution of customer’s issues.
14. Utilizes the knowledge base and other in-house tools to assist with resolving service desk calls.
15. 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.16. Perform other duties as assigned.
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Located in the heart of the Coachella Valley, you have access to resort-style living and world-class amenities throughout Southern California.
