IT Help Desk Technician I - Days

Job Summary

The IT Help Desk Technician I is expected to provide enterprise-level assistance to our customers by diagnosing and troubleshooting software and hardware problems to ensure installation and maintenance of applications and programs.

Monday - Friday 8:00am - 5:00pm

Job Specific Responsibilities

Daily assignments may include but are not limited to:

• Provide telephone and email support to end-users and patients while using AIDET to help manage expectations and ensure consistent communication
• Properly escalate unresolved issues within a timely manner, to appropriate internal tiers and teams (e.g. software developers, system and network teams)
• Maintain an abandoned call rate of less than 5%.
• Maintain a response and resolution rate for Incidents that meet SLA objectives.
• Effective usage of the ITSM Tool. This includes entering and closing calls on a timely basis so effective performance metrics can be maintained. Provide pertinent information in the ticket detailing resolution\status of incidents and requests.
• Troubleshoot, maintain, and repair PC’s, desktop operating systems, mobile devices, and peripherals.
• Install and troubleshoot hospital supported software.
• Help manage major incidents from start to resolution (Initiate major incident, notify staff, start sev, and close sev)
• Ensure the Major Incident record is updated during major events to ensure proper documentation is provided in a timely manner as to cause and resolution.
• Effective usage of available KB articles.
• Contribute to Knowledge Management improvement: Identifying common issue that need KB documentation and flagging existing KB articles that need updates to ensure proper issues resolution.
• Perform Data Center walks and checks on a scheduled basis to ensure the facility is secure and free from alarms.
• Monitor vital systems and provide alert notification and management for major warnings and outages. Provide a center for communications during major events
• Improve departmental visibility, image, and support function by engaging in regular rounding activities.
• Look for areas of process improvement: Identify issues of concern for end users and report these items for discussion.

Education and Experience

• High School Diploma or GED

Skills and Abilities

• Ability to provide telephone or email support to end users for technical questions or issues
• Troubleshoot, maintain, repair, and upgrade PC hardware, mobile devices, and peripherals
• Troubleshoot, diagnose, and repair desktop operating systems such as Windows and MAC OS
• Install, troubleshoot, diagnose, and repair applications
• Install and troubleshoot Windows based software
• Ability to configure, troubleshoot, and resolve enterprise printer related issues
• Assist with maintaining records and technical documentation for essential hardware and software equipment
• Self motivated and can work with minimum supervision
• Must maintain professional certifications

Interaction with Other Departments and Other Relationships

Must be able to work well with a wide variety of clientele, often in stressful situations. Though patient contact is very limited the incumbent must be able to work in the patient care environment while maintaining the dignity of those patients.

Physical Capabilities

Must be able to carry, push, pull, and lift up to 50 pounds. Work involves lifting PC’s and peripherals, walking, stooping, and at times standing for extended periods of time.