What are the responsibilities and job description for the Phone Support 3 | Full Time | Day position at Concord Hospital?
Summary
Under general direction, provides support to end users for either PC, server, or mainframe applications and hardware. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates client problems to resolve operating difficulties. Recommends systems modifications to reduce client problems. Maintains current and highest level of technical skill in field of expertise.
Education
Two years of formal training or education beyond the high school level (e.g., Associates Degree.
Certification, Registration & Licensure
None required.
Experience
IT specific certifications desired that may include Microsoft, HDI or Cisco and/or five to seven years of service desk troubleshooting experience.
Responsibilities
- Answers, evaluates and prioritizes incoming telephone, voice mail, email, self- service and in-personrequests for assistance from clients experiencing problems with hardware, software, networking and othercomputer related technologies.
- Categorizes, logs and/or tracks incidents and problems using help desk management database. Maintainshistory records and related problem documentation.
- Creation, updating and termination of system accounts in various account databases.
- Communicates effectively to clients and department stakeholders information that impacts connectivity toand use of Concord Hospital applications and network resources. Communicate with clients via email,Intranet, telephone, paging and help desk tools.
- Educate clients on complex software and hardware use. Recommend outside training resources whenapplicable.
- Mentors technical and customer service skills for junior level staff.
- Collaborates with team to ensure appropriate level of phone coverage is provided.
- Specializes in at least two areas of technology.
- Issues, tracks, supports hardware such as pagers and fobs.
- Takes responsibility for individual performance goals.
- Endorses, supports, and champions the outcomes of ITS process improvement initiatives.
- Creates and maintains IT system documentation per the IT Documentation Policy.
- Installs and/or relocates IT equipment.
- Participates in Client Support on-call rotation.
- Identifies trends, and opportunities to improve processes and/or methods of software distribution.
- Complies with ITS Policies and Procedures.
Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.
Know Your Rights: Workplace Discrimination is Illegal
Applicants to and employees of this company are protected under federal law from discrimination on several bases. Follow the link above to find out more.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269.
Physical and Work Requirements
The physical demands and characteristics of the work environment described here are representative of those that will be encountered 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.
The Dictionary of Occupational Titles Material Handling Classification is MEDIUM. The employee must regularly lift, carry or push/pull up to 10 pounds, frequently lift, carry or push/pull up to 10 - 25 pounds, and occasionally lift, carry or push/pull up to 20 - 50 pounds.
The employee is regularly required to sit, perform activities that require fine motor, do repetitive motion, speak and hear. The employee is occasionally required bend, kneel, squat, climb, stand, walk, reach, drive and smell.
Specific vision abilities required by this job include color vision, depth perception, far vision, near vision, and peripheral vision.
The employee is occasionally exposed to variable weather conditions, slippery surfaces, non weather slippery surfaces, moving mechanical parts, electric hazard and vibration.
The noise level in the work environment is usually moderate.
