AddressUsing ITSM principles, provides first level and escalated technical support to internal customers regarding application, hardware, service, and network incidents and requests. Ability to independently trouble-shoot various healthcare systems, software and hardware issues, document and provide excellent customer service. Participates in on-call rotation. Performs Security Coordinator duties when delegated by the Director.
Essential Functions
Enters support requests into tracking system and assigns ticket number or other identification.
Interviews customer to determine nature and scope of the customer's issue, and the appropriate response.
Diagnoses, resolves and closes customer issues according to service level guidelines. Promptly escalates issues to higher level technical support or management when necessary.
Documents and reports customer inquiries regarding new/different functionality.
Provides end-user desktop training and minor hardware/peripheral repair as appropriate.
Provides support for mobile phones, configures desktop operating systems and servers, and manages account access, password resets, and user access privileges.
Maintains inventory of all monitors, keyboards, hard drives, modems, printers, scanners and other peripheral equipment: Keeps ServiceNow updated; maintains awareness of current stock availability; Replenishes stock as inventory is depleted ; Notifies Management when additional spares are needed; Tracks outstanding non-stocks.
System repairs; Installations (Hardware and Software); Hardware and software removal (update inventory/systems); Co-ordinate and document cable installations. Procedures for application, hardware, phone, A/V, and printer troubleshooting; Hardware ordering processes, vendors, quotes, etc.; Printer and log-in scripts; User account adds, moves, and changes (notify and update HR per IS policies).
Provides On Call support at night and on weekends: Respond to all Critical and High priority requests within 30 minutes; Log calls immediately; Update user of status and communicate any handoff or escalation to users.
Proactive & preventive maintenance, including checking and cleaning of workstations, printers, copiers and peripherals: Prepare and maintain necessary Documentation of Preventative Maintenance; Identify chronic problems by reviewing historical calls and identify tends; Perform risk assessments to determine if issues are isolated or pervasive; Document resolution and steps to recognize symptoms and diagnose issues; Proactively implement resolutions system wide to mitigate future reoccurrences.
Minimum Education
High school diploma or equivalent □ Preferred X Required
Associate's Degree X Preferred □ Required
Required Skills
Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action.
Required Skills
Certifications:
Preferred: MCP, MOS, and/or A+
Minimum Work Experience
Required: 5+ years customer focused IT Technical Support
Preferred: 5+ years customer focused IT Technical Support with at least 3 years in healthcare organization
Equal opportunity and affirmative action employers and are looking for diversity in candidates for employment: Minority/Female/Disabled/Protected Veteran
