PC Help Desk Tech

JOB RELATIONSHIPS

Responsible to: IT Operations Manager and IT Clinical Operations Manager

Under the general direction of the IT Operations Manager and Clinical Operations Manager, the IT PC Tech Help Desk Coordinator works independently to assist customers in resolving issues related to computer-based applications, hardware, and phone support. The IT PC Tech Help Desk Coordinator functions as the liaison between customers and the Information Services Staff to facilitate quality service and technical support with an excellent degree of timeliness, technical expertise and commitment to the success of our customers and department.

The IT PC Tech Help Desk Coordinator maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups.

Professional Associate’s degree or equivalent work experience. Familiarity with health care related Information Technology. Has knowledge of commonly used concepts, practices, and procedures within field. Strong problem solving skills with proven resourcefulness in high-pressure situations.

Unit/Department Specific

Competencies:

Manage the Help Desk as the first level of support for our customers. Provide basic support for hardware, peripherals, software and network access. Provide basic support for office productivity applications such as MS Word, Excel and Outlook, and other software applications as assigned. Research various problems to provide appropriate responses to customers, be able to do basic troubleshooting and assist customers through simple procedures.

Monitor voice mail, email, messages and related information for support inquiries. Coordinate and maintain a log of request for activities of the Help Desk, be able to prioritize service request according to importance. Manage weekly tape backups including labeling, rotation and placement in safe storage. Monitors call volume and reports to IT Operations and Clinical Manager calls that are exceeding acceptable time frames for resolution.

Perform other duties as requested or assigned.

Carteret General Hospital