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Form of workJob Description
Summary The Senior IT Helpdesk Support technician reports directly to the Supervisor, IT Infrastructure and Operations in the Health Information Technology (HIT) department. The role identifies, researches, and resolves the most complex technical problems. The role responds to telephone, email, and online requests for technical support. In addition, the helpdesk senior technician provides support to end users for computer, application, system, device, access, and hardware issues and may train, coach, or assist less experienced team members. Duties and Responsibilities • Considered the Subject Matter Expert (SME) for the IT Helpdesk Support technical team, assists with onboarding training and support of setting up new teammates. • Provides level 1 and escalated technical phone/ticketing support to internal employees and external clients. • Record requests, incidents, and status information in the company’s ticketing handling system. • Provides detailed documentation of all transactions handled with clear and concise resolution steps. • Supports the implementation and deployment of internal business systems and solutions. • Responsible for the triage of colleagues taking ownership of issues/tickets by carrying out problems to their resolutions as timely as possible. • Assists System Administrators with the monitoring, maintenance, and inventory reconciliation, including the equipment data centers/storage, to comply with the department’s policies. • Support the set-up of new suites in the same building or company physical moves as needed. • Assists the Supervisor/Director with needed equipment purchase order requests, which includes tracking and reconciliation. • Works closely with System Administrators with e-cycling (waste management) of old equipment, ensuring that policies are followed, and the disposal is completed correctly. • Collaborates and participates in Special Projects with System Administrators, Network Administrators, IT Project Managers, and other department leadership members. • Responsible for ensuring all ‘new hires’ are set up correctly before their start date. • On-call availability on a rotational schedule shared with the rest of the team. • Other tasks or projects assigned by the Supervisor or Director. Minimum Job Requirements • Bachelor’s Degree or 5+ years’ experience in a similar IT helpdesk technical support role. • Strong verbal/written communication, problem-solving, and organizational skills to support an environment driven by customer service and teamwork. • Working knowledge of Microsoft Office applications, Microsoft Windows Servers and Workstations, Networks, printers, scanners, and other computer-related hardware and phone systems. • Must have excellent problem-solving and analytical skills; extensive experience with desktop hardware, software applications, operating systems, and network connectivity is necessary. Skill and Abilities • A team player ready to contribute in a team-oriented environment; able to multi-task in a fast-paced environment. • The ability to communicate information and speak clearly about ideas so others will understand and work autonomously without supervision. • Creative problem-solving ability and dedication to accomplishing goals and challenges presented daily by internal and external end-users. • Ability to interact with various levels of management, executive leadership, and end-users. • Able to follow, critically evaluate and improve current processes and workflows.
