Help Desk Technician

Overview

Description

The Help Desk Technician will serve as the first point of contact for customers to provide technical assistance with computer systems. Must answer queries on basic technical issues and offer advice to solve them. Respond to end-user phone, email, or chat requests for support. The Technician will perform remote analysis through diagnostic techniques and determine the best solution based on details provided by customers.

The Technician will ensure quality service by following-up with customers to update them on status and resolution of their issues

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Utilizes product information or solution database to research, analyze, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Documents incidents using help desk systems or tools.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.
• Record events and problems and their resolution in logs.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA);
  
  immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

• Microsoft certifications preferred.

• Tech savvy with working knowledge of office automation products, databases and remote control.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills.
• Customer-oriented with ability to remain calm in difficult situations.
• Complies with HIPAA regulations for patient confidentiality.
• Knowledge in healthcare systems operations such as EMR.

• High school diploma or equivalent required. BS in Computer Science or relevant field preferred.

• 1 year Help Desk experience preferred. Windows experience preferred.

• N/A

• Carrying Weight Frequency: 1-25 lbs. Frequent from 34% to 66%
• Carrying Weight Frequency: 26-50 lbs. Occasionally from 2% to 33%
• Pushing/Pulling Frequency: 1-25 lbs. Seldom, up to 2%
• Pushing/Pulling Frequency: 100+ lbs. Seldom, up to 2%
• Lifting - Height, Weight Frequency:
  Floor to Chest, 1-25 lbs. Occasional: from 2% to 33%
• Lifting - Height, Weight Frequency:
  Floor to Chest, 26-50 lbs. Seldom: up to 2%
• Lifting - Height, Weight Frequency:
  Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%
• Lifting - Height, Weight Frequency:
  Floor to Waist, 26-50 lbs. Seldom: up to 2%