It Customer Support Tech

Position Summary

Assist in the operation of the help desk, answering the help‑desk phone, evaluating calls and either assisting users or referring problems to other IT personnel as appropriate. Maintain the user‑support database. Convert source documents into computer‑acceptable form by means of computer terminal, personal computer, or scanner. Ensure adherence to Hospitals and departmental policies and procedures. No patient care assignment.

• Customer Service – Answer help desk phone; determine user problem; offer assistance or refer to appropriate level technical support, system analyst or other IT personnel
• Plans – Prepare and publish detailed emergency plans and procedures in support of Hospitals operations during stress and crisis events
• Customer Service – Perform follow‑up evaluation with individual users to insure customer satisfaction
• Customer Service – Directly assists users on such issues as electronic mail, PC operation, normal functioning of terminals/printers, access to network functioning terminals/printers and access to network resources
• Data – Use a user‑support database to access solutions to frequent problems
• Data – Maintain the user support database by logging in all parameters of calls and entering the appropriate codes
• Reports – Generate statistical reports from the user support database
• Data – Key alpha and numerical data, and enter text into word processing in prescribed formats
• Support – Provide IT project support, performing special tasks, and data entry or scanning jobs as required in a specific time frame
• Support – Assist analysts, operators, technical support and training personnel in designing and improving user‑support and quality‑improvement processes
• Customer Service – Ensure prompt and courteous feedback to those requesting IT services
• Teams – Participate in and contribute to cross‑functional and interdepartmental teams and exercises

• High School or GED Equivalent

• 1 year directly related experience Computer, typing, and spreadsheet applications skills

• Not Applicable/Not Required

Sedentary work:
Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

• No or minimal hazard, physical risk, office environment