Intermediate Help Desk Technician

Overview

Provide initial employee support for technical inquiries received via phone, email, and messaging applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets and/or cases. For more complex issues, transfer internal customers to second-level Help Desk Technicians. Incumbent is subject to overtime, callback, and on-call as required.

Remote work available once the onsite training program has been completed. Perform other duties as assigned.

• Provides technical assistance to computer system users.
• Solves problems dealing with a limited variety of concrete variables by interpreting written and verbal information and screen shots or other data supplied.
• Maintains current knowledge of hospital information systems, software, networks and telecommunications technologies.
• Uses advanced tools, knowledge and experience to analyze, diagnose and resolve problems.
• Contributes to evaluation and maintenance of existing support documentation.
• Completes assigned goals.

• Strong Communication Skills
• Strong Customer Service Skills
• Experience with Microsoft Office products and MS Teams
• Experience troubleshooting PC, printers, Thin Clients
• Experience with Active Directory
• Experience logging incidents into an ITIL-based tracking system

Minimum of one to three years of related experience or educational equivalent of Associate’s Degree.

Greater than 2 years of experience or educational equivalent of Bachelor’s degree.

Driver’s license (current)

• Entry level

• Other

• Information Technology

• Hospitals and Health Care