What are the responsibilities and job description for the Information Technology Help Desk Technician position at Tri Valley Health System?
Non-exempt, FT day position, Monday-Friday
General Summary:
The role of the Help Desk Technician is to assist others who are experiencing any procedural or operating difficulty with the use of IT applications, products, or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk Technician is responsible to ensure that an effective solution is provided to the user. This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.
Essential Functions:
· Attention to Detail
o Provide support for all Information Technology products and services.
o Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy.
o May involve troubleshooting printer issues and resolving difficulties with EHR systems.
· Dependability
o Regular and Reliable Attendance.
· Cooperation
o Will assist in new workstation setup, including computer repair and running of cables.
o Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community.
· Independence
o Records required customer and problem information in the IT Helpdesk Ticket System.
o Updates tickets with appropriate journal entries of activities and closes tickets timely with resolution entered upon completion of the job.
o Resolves Level 1 work orders.
o Elevates complex and/or high priority problems to the appropriate support staff for resolution.
o Verifies that suggested solutions effectively resolve the users' problems through verbal, telephone, or email follow up.
· Initiative
o Plans, coordinates, and installs the hardware and peripherals for the facility’s network.
o Develops and implements maintenance system for hardware, software, printers, and peripherals.
o Research new technologies by attending seminars, reading trade articles, or taking classes, and implement or recommend the implementation of new technologies.
o Exhibits excellent customer service, high energy level, detail oriented, ability to learn and support new and fast-changing technologies.
· Adaptability/Flexibility
o Works on IT projects as assigned by supervisor
· Persistence
o Determines the most effective manner to resolve client's technical issue.
o Engages in research and in-depth troubleshooting to resolve technical issues.
o Consults with other staff when necessary.
· Compliance
o Promotes and adheres to the provisions of the compliance program.
o Communicates the mission, ethics, and goals of the facility.
o Complies with all organizational policies regarding ethical business practices.
o Promotes and adheres to the TVHS core values and Standards of Behavior.
Education and Experience:
- Associates or Bachelors degree preferred.
- A , Cisco, or Microsoft certified preferred.
- The position requires experience in hardware, software, and network troubleshooting, or equivalent training and/or education are necessary.
- Customer service training and/or experience are beneficial.
