Assoc Help Desk Tech - Casual

Overview

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Provides first contact customer support to end users for a variety of computer applications, hardware and related issues. Responds to customer telephone calls, e-mails for matters requiring technical support. Logs and monitors customer incidents, problems and requests to ensure timely resolution. Possesses working familiarity with a wide variety of computing devices, personal computer support concepts, practices, and procedures. Responsible for accurate user provisioning and documentation for security tracking and auditing purposes.

Help desk is also responsible for monitoring the ongoing operations of the Data Center Facility.

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

• High school diploma or equivalent AND Two (2) year of help desk call center, customer service, or application support experience required OR;
  Associate degree or certificate of course completion in a technical related field OR
• Currently enrolled and entering Third Year of Bachelor’s Degree Program in Computer Science, Information Technology, Business, or informatics related field.

• Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.

Preferred Qualifications

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

• Bachelor’s degree in computer science, information technology, business or informatics related field preferred.

Experience

• CompTIA A+ Certification, Cisco CCNA, HDI Help Desk Technician, Microsoft Certified Professional, or Microsoft Certified Systems Engineer, preferred

The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

• Business Requirements and System Analysis:
  Provide First Level Support for caller requests including troubleshooting, escalation and/or and resolution. Use Incident Management documentation system for all incidents, problems and changes. Provides knowledge base materials in required format to be documented to the Leadership/ approver. Monitor system wide alerts, downtimes and advisories, document and escalate to appropriate support team by providing notification, updates and resolution as required.
  
  Attend all WVUHS IT Help Desk mandatory staff meetings either remote or in-person. Effectively use the Help Desk phone system as well as all hold, handling and routing state features. Effectively use organizational chart and understand enterprise-wide chain-of-command. Field 40+ calls on average per daytime/weekday shift while delivering excellent customer service. Ability to multi-task customer calls, e-mails, IT security user provisioning and data center operations.
• Helpdesk Analysis:
  Clearly and accurately document all calls in incident management software for detailed tracking of incident reporting. Route all manually assigned Incidents appropriately. Always use appropriate spelling, grammar and context when documenting incidents, problems, changes and customer correspondence.
• System Operation and Integration:
  Demonstrate knowledge of currently implemented desktop operating systems. Demonstrate basic working knowledge of Microsoft Directory Services and user interface. Learn and use remote access tools for troubleshooting and resolution of basic technical issues.
• Communications:
  Clearly and respectfully communicate with all customers. Actively listen and treat fellow employees, patients/families and customers with respect. Keep customers, patients/families and fellow employees, adequately informed, providing updates when appropriate. Select/use appropriate communication methods. Participate and contribute to group meetings and sessions. Demonstrate effective listening skills.
• Customer Service:
  Contribute to an environment of…