Intermediate Help Desk Technician

Overview

Job Summary

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.

Job Responsibilities

* 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.

Specifications

Strong Communication Skills

Strong Customer Service Skills

Experience with Microsoft Office products to in MS Teams

Experience Trouble Shooting Pc, printers, Thin Clients

Experience with Active Directory

Experience logging Incident into a ITIL based tracking system

Experience

Description Minimum Required Preferred/Desired

Minimum of one to three year of related experience or educational equivalent of Associates Degree.

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

Licensure

DRIVER'S LICENSE (CURRENT)