Service Desk Technician - Telecommunications

Wage Range

Wage Range: $25.56 - $40.87 per hour. Posted wage ranges represent the entire range from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional premiums based on shift, certifications or degrees. Job offers are determined based on a candidate's years of relevant experience, level of education and internal equity.

Responsible for responding to and resolving customer issues, problems, and queries relating to IT systems used throughout the organization. Addresses service desk support requests via telephone, email, and the self-service portal. Accurately logs all work performed to achieve first time resolution or escalates request to other specialized areas of the IT Department. This role acts as an advocate for all internal customers.

• 1. Acts as a single point of contact for all phone and email queries from internal customers.
• 2. Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, etc.) to answer questions and resolve issues.
• 3. Provides "how to" assistance for all internally supported devices, applications and systems.
• 4. Troubleshoots basic software and hardware issues via phone and resolves upon first contact, when possible.
• 5. Performs basic support functions such as password resets, unlocking accounts, and AD group changes.
• 6. Escalates issues to appropriate second- and third-level subject matter experts, in accordance with service-level agreements. Follows up on issues as needed.
• 7. Fully documents all cases in Fresh Service ticketing system and escalates to appropriate resolver groups as needed.
• 8. Contributes to the creation, facilitation, and maintenance of FAQ documents, knowledge articles, and user guides.
• 9. Builds relationships with subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
• 10. Advocates for the customers to ensure they receive high-quality and timely service and support from the entire IT organization.
• 11. Performs other duties as assigned.

• 1. Proficiency in reading, writing, comprehending, and speaking English as required for business necessity.
• 2. Accountability for HIPAA privacy and security standards within the department or assigned nursing unit.
• 3. Must possess intermediate knowledge of Microsoft Office, specialized software, and electronic office equipment.
• 4. Adheres to organizational patient safety standards relevant to the department or assigned nursing unit.
• 5. Effective prioritization skills and the ability to execute tasks in a fast paced, high-pressure environment.
• 6. Strong documentation skills and attention to detail.
• 7. Ability to consistently demonstrate empathy, ask appropriate questions, and listen effectively.
• 8. Ability to work well with others, contribute to team values, and build rapport across the organization.
• 9. Ability to work flexible schedules.

• High School diploma or equivalent
• 1 year of information technology service desk experience
• Strong customer service skills.

• Previous experience providing technical support.
• Experience using enterprise ticketing solutions such as Service Now, Fresh Service, etc.
• Certification in ITIL, CompTIA, and/or Microsoft certifications

Choices that care for you and your family

• Medical, vision and dental insurance
• On-demand virtual health care
• Health Savings Account
• Flexible Spending Account
• Life and disability insurance
• Retirement plans (457(b) and 401(a) with employer contribution)
• Tuition assistance for undergraduate and graduate degrees
• Federal Public Service Loan Forgiveness program
• Paid Time Off/Vacation
• Extended Illness Bank/Sick Leave
• Paid holidays
• Voluntary hospital indemnity insurance
• Voluntary identity theft protection
• Voluntary legal insurance
• Pay in lieu of benefits premium program
• Free parking
• Commuter benefits