Service Desk Technician - Confidential

Full Time Service Desk Technician 

Mon-Fri 9am-6pm in our Reseda office
$24-30 per hour- depending on experience

POSITION SUMMARY

The Service Desk Technician is responsible assisting end user with incident and service requests.

QUALIFICATIONS:

Education:

• Bachelor of Science degree or equivalent technical certifications.

Experience:

• At least one year of experience with technical support in the healthcare industry.

Core Competencies:

• Provide technical support to all staff within the organization. This includes installing, diagnosing, repairing, maintaining, upgrading all PC hardware, software and equipment to ensure optimal performance, and receiving, prioritizing, documenting, and actively resolving end user help requests in a timely and accurate fashion while providing superior customer service. Maintain documentation of systems, including but not limited to device configurations, process documentation, and asset and inventory. Willingness to personally do all that is necessary whenever necessary to assure proper operation and functioning of technology in all program(s) so as to deliver high standards of efficient patient care while assuring regulatory compliance in the utilization of technology.

Other:

• Valid driver’s license, auto insurance and reliable transportation.
• Annual health examination.

GENERAL ESSENTIAL FUNCTIONS and RESPONSIBILITIES:

1. Provides on-site, remote and phone support to multiple offices
2. Communicates with end users during the repair process
3. Installs, configures and upgrades hardware, operating system software and application software
4. Monitors and responds to all incident and service requests in the ticket system
5. Triages and escalates incident and service requests as appropriate within SLA
6. Monitors endpoints, peripherals and other systems related to end users
7. Works as primary point of contact in to user base
8. Completes documentation of incident and service requests in a timely manner
9. Completes all assigned project tasks by assigned due date
10. Works with all third-party support vendors to assist with end user requests
11. Assists in the onboarding of new users and offboarding of existing users
12. Communicates his or her schedule to tech support colleagues, supervisors, including absences due to illness, training, etc
13. Maintains software (license) and hardware inventories for various sites, as necessary
14. Maintain asset records
15. Engages in professional learning and growth through courses, workshops and independent study
16. Communicates and conducts self as a professional service representative
17. Performs other tasks or assumes other responsibilities as may be assigned by the immediate supervisor or his/her designee
18. Other tasks as may be assigned