Company

WVU MedicineSee more

addressAddressMorgantown, WV
type Form of workPart-Time
CategoryInformation Technology

Job description

Welcome! We're excited you're considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full. Below, you'll find other important information about this position.
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.
MINIMUM QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1. High school diploma or equivalent AND One (1) 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.
2. 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:
1. Bachelor's degree in computer science, information technology, business or informatics related field preferred.
EXPERIENCE:
1. CompTIA A+ Certification, Cisco CCNA, HDI Help Desk Technician, Microsoft Certified Professional, or Microsoft Certified Systems Engineer, preferred
CORE DUTIES AND RESPONSIBILITIES: 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.
1. 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.
2. 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.
3. 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.
4. 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.
5. Customer Service: Contribute to an environment of continued improvement and value-added customer service. Anticipate service problems or challenges and proactively seek to identify and implement effective solutions. Independently pursue service recovery with assistance from peers and escalate whenever needed. Assure work processes and systems focus primarily on the patient/family and customer. Exhibit the capability to escalate priority issues to superiors when necessary or requested. Exhaust all 1st level support options before escalating issues to 2nd level support. Demonstrate respect for variety of persons, personalities, and cultures.
6. Teamwork: Performs the following core duties: participates in mentoring, training, and development of other employees. Participates in training and professional development sessions. Participates in departmental teams. Travels independently to remote sites and communicates back to the team while working offsite (if assigned). Exhibits objectivity and openness to the view of others, including patients/families and customers. Offers assistance and support to co-workers. Contributes to building positive team spirit and cohesiveness. Balances team and individual responsibilities. Works proactively and cooperatively in group problem-solving situations. Proactively works to resolve conflicts. Encourages peers to seek innovative approaches to solve problems. Engages peers/ employees in improving the quality of the work. Serves as a leader in group problem-solving situations. Leads departmental teams. Coordinates team cross training. Leads new technology projects and shares knowledge with team members. Creates presentations and/or reports for staff meetings.
7. This position may require travel to other West Virginia United Health System (WVUHS) facilities or affiliated sites to assist with implementations, training, and/or support.
8. Adheres to the established policies of the WVUHS as well as the policies of the entity or entities where the IT team member is assigned to work and/or employed.
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping are necessary body movements utilized in performing duties through the work shift.
2. Ability to sit for extended periods of time.
WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. The work environment is a standard office environment.
SKILLS AND ABILITIES:
1. Ability to handle and maintain confidential information.
2. Ability to work well under high stress conditions.
3. Ability to work independently or cooperatively as a team member.
4. Ability to adapt to various workloads and assignments.
5. Ability to work with multi-disciplinary groups.
6. Must have reading and comprehension ability.
7. Must be able to type.
8. Possess good oral and written communication skills.
9. Ability to prioritize tasks
10. Ability to work in a fast paced and rapidly changing environment. Must be flexible.
Additional Job Description:
This is for a casual position. Casual employees will be considered for fulltime positions as they become available.
This person will be required to work a minimum of 16 hours a week. This position does not not offer additional benefits.
Current students who are actively enrolled in college and have completed 2 years of their degree may apply.
Scheduled Weekly Hours:
16
Shift:
Exempt/Non-Exempt:
United States of America (Non-Exempt)
Company:
WVUH West Virginia University Hospitals
Cost Center:
584 SYSTEM IT Technical Services
Address:
315 Point Marion Road
Morgantown
West Virginia
Refer code: 7207529. WVU Medicine - The previous day - 2023-12-17 13:00

WVU Medicine

Morgantown, WV
Jobs feed

Chief Operating Officer

Visionspark

Denver, CO

Vice President, Talent & Leadership

Ashley Rountree

Louisville, KY

Stockton, CA OBGYN Job with $280k Base Salary

The Curare Group, Inc

Stockton, CA

South Dakota Faculty position with large airport seeks FM provider

The Curare Group, Inc

Rapid City, SD

4-Day Work Week Near Des Moines Iowa

The Curare Group, Inc

Des Moines, IA

Registered Nurse PRN Nights - Now Hiring

Kindred Hospital El Paso

El Paso, TX

Chief Financial Officer(CFO)

Ahmc Healthcare

Anaheim, CA

Chief Physician Executive Officer

Commonspirit Health

Englewood, CO

Associate Veterinarian - Beavercreek, OH

Vca Animal Hospitals

Beaver, OH

Electrical Engineer | SOLAR | Public Sector

Wentworth Executive Recruiting

Irvine, CA

Share jobs with friends

Related jobs

Associate Help Desk Technician - Casual

Front Desk Associate

Andrada And Rose Dentistry

$15.00 - $20.07 an hour

Beckley, WV

4 weeks ago - seen

Front Desk Associate

Adventures On The Gorge

$21.4K - $27.1K a year

Fayetteville, WV

a month ago - seen

Front Desk Associate

Stretch Zone - 1137

$10 - $15 an hour

Bridgeport, WV

a month ago - seen

Front Desk Associate

Tuscan Sun Spa & Salon

$10 - $13 an hour

Clarksburg, WV

2 months ago - seen

Front Desk Associate / Guest Service Ambassador

Hilton Garden Inn Martinsburg

$14.00 - $14.50 an hour

Martinsburg, WV

2 months ago - seen

Front Desk Associate

Microtel Inn & Suites Fairmont

From $13 an hour

Fairmont, WV

2 months ago - seen

Front Desk Associate

Hampton By Hilton

$25.6K - $32.4K a year

Bridgeport, WV

2 months ago - seen

Front Desk Associate

Tuscan Sun Spa & Salon

From $11 an hour

Fairmont, WV

2 months ago - seen

Service Desk Associate

Coforge Limited

$15 - $17 an hour

Charleston, WV

2 months ago - seen

Associate Help Desk Technician - Princeton, WV (On-Site)

Wvu Medicine

Princeton, WV

3 months ago - seen

Front Desk Associate

Holiday Inn Express & Suites Fairmont

$11.00 - $12.50 an hour

Fairmont, WV

3 months ago - seen

Associate Help Desk Technician

WVU Medicine

Morgantown, WV

5 months ago - seen