What are the responsibilities and job description for the Spec Helpdesk / Network Support I, (El Paso Health) position at University Medical Center of El Paso?
Job Summary
Responds to user inquiries received by the ticketing system. Provides technical support to users on all desktop-related problems / needs. Ensures documentation is updated on a timely basis, including troubleshooting tips, maintenance logs, incidents, service requests, and knowledge base articles. Monitors Help Desk activity and escalates issues when necessary. Tracks trends and customer satisfaction reviews. Educates users in the proper use of systems and desktop applications. Coordinates Help Desk performance enhancement and quality improvement projects pertaining to team workflows and ticket handling. Initiates the purchasing / renewals process and tracks its progress until completion. Responsible for asset inventories and license tracking.
Skills
1. Proven diagnostic and troubleshooting skills to direct focus on the source(s) of problems quickly and effectively to solve the problem on the first call.
2. Knowledge of networking, Windows operating systems, routers and telecommunications systems, including verification and recovery procedures.
3. Thorough knowledge of Help Desk support operations.
4. Must be an independent, motivated worker, an innovative self-starter. Must be confident but flexible.
5. Proven ability to communicate effectively both verbally and in writing. Ability to maintain interpersonal equilibrium to operate and communicate effectively while under pressure is essential. Interfaces with internal staff, external service providers, and customers maintaining contact throughout the transaction through resolution and follow up.
6. Translate operational needs into process or system improvements.
7. Ability to quickly learn new (or unfamiliar) technology and apply new concepts.
8. Excellent organizational skills.
Work Experience
Three years of experience working in PC implementation, requiring knowledge in areas of hardware and software is required. Experience with Microsoft Operating System environments (Windows, NT) is absolutely required. Experience with networking essentials. Technical proficiency in the areas of computer repair, telephone, or desktop support is required. Technical proficiency in relevant operating systems, applications, and / or languages is also required.
License / Registration / Certification
A certification preferred.
Education and Training
Associate degree in technology related field required.
PI264783660
