What are the responsibilities and job description for the Helpdesk Support Specialist - ISD Service Desk position at UNC Health?
Description
Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.
Summary:
Under general supervision, provides technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions. Clearly communicates technical solutions in a user-friendly, professional manner.
Responsibilities:
1. Documents all requests, problems, and resolutions.
2. Ensures the customer is updated on status of incident, for communicating the solution, and is satisfied with solution before closing ticket.
3. Follows appropriate procedures to initiate escalation when a known resolution cannot be identified. Routes unresolved issues and requests for assistance to appropriate staff and ensures an appropriate and timely resolution is reached.
4. Maintains inventory of equipment and supplies, ordering as needed.
5. Provides first level support to all callers of the Help Desk. Promptly responds to general customer requests for assistance in installation, maintenance, and training of all products and services provided by ISD. Provides initial technical support and analysis in an effort to resolve problems/concerns and issues. Follows-up with requestors, ensuring customer satisfaction.
Other Information
- Associate's degree in Computer Science, Information Systems Management or related field (or equivalent combination of education, training and experience).
- No licensure or certification required.
- If an Associate's degree: No prior experience required.
- If a High School diploma or GED: Two (2) years of relevant experience.
- Excellent communication skills. Ability to work well in a team environment. Demonstrated ability to successfully manage multiple tasks simultaneously. Highly responsive to internal customers.
Job Details
Legal Employer: NCHEALTH
Entity: Shared Services
Organization Unit: ISD Service Desk
Work Type: Full Time
Standard Hours Per Week: 40.00
Salary Range: $20.53 - $29.23 per hour (Hiring Range)
Pay offers are determined by experience and internal equity
Work Assignment Type: Remote
Work Schedule: Variable
Location of Job: US:NC:Morrisville
Exempt From Overtime: Exempt: No
This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.
Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.
Salary : $21 - $29
