Full Job Description
Provides first contact customer support to end
users for a variety of computer applications, hardware and related issues.
Responds to customer telephone calls, e-mails for matters requiring technical
support. Logs and monitors customer incidents, problems and requests to
ensure timely resolution. Possesses working familiarity with a wide variety
of computing devices, personal computer support concepts, practices, and
procedures. Responsible for accurate user provisioning and documentation for
security tracking and auditing purposes. Help desk is also responsible for
monitoring the ongoing operations of the Data Center Facility.
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
High school diploma or equivalent
required AND two (2) years of help desk
call center, customer service, or application support experience required OR
Associate degree or certificate of
course completion in a technical related field OR two (2) years of help desk call center, customer service,
or application support experience required.
Internal employees must meet all
mandatory competencies in current position in order to qualify for promotion
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
in computer science, information technology, business or informatics related
CompTIA A+ Certification, Cisco CCNA,
HDI Help Desk Technician, Microsoft Certified Professional, or Microsoft
Certified Systems Engineer, preferred
CORE DUTIES AND RESPONSIBILITIES: The
statements described here are intended to describe the general nature of work
being performed by people assigned to this position. They are not intended to be constructed as an
all-inclusive list of all responsibilities and duties. Other duties may be assigned.
Business Requirements and System Analysis: Provide
First Level Support for caller requests including troubleshooting, escalation
and/or and resolution. Use Incident Management documentation system for all
incidents, problems and changes. Provides knowledge base materials in
required format to be documented to the Leadership/ approver. Monitor system
wide alerts, downtimes and advisories, document and escalate to appropriate
support team by providing notification, updates and resolution as required. Attend
all WVUHS IT Help Desk mandatory staff meetings either remote or in-person. Effectively
use the Help Desk phone system as well as all hold, handling and routing
state features. Effectively use organizational chart and understand
enterprise-wide chain-of-command. Field 40+ calls on average per
daytime/weekday shift while delivering excellent customer service. Ability to
multi-task customer calls, e-mails, IT security user provisioning and data
Helpdesk Analysis: Clearly and accurately document all
calls in incident management software for detailed tracking of incident
reporting. Route all manually assigned Incidents appropriately. Always use
appropriate spelling, grammar and context when documenting incidents,
problems, changes and customer correspondence.
System Operation and Integration: Demonstrate knowledge of currently
implemented desktop operating systems. Demonstrate basic working knowledge of
Microsoft Directory Services and user interface. Learn and use remote access
tools for troubleshooting and resolution of basic technical issues.
Communications: Clearly and respectfully communicate with all
customers. Actively listen and treat fellow employees, patients/families and
customers with respect. Keep customers, patients/families and fellow
employees, adequately informed, providing updates when appropriate.
Select/use appropriate communication methods. Participate and contribute to
group meetings and sessions. Demonstrate effective listening skills.
Customer Service: Contribute to an environment of continued improvement
and value-added customer service. Anticipate service problems or challenges
and proactively seek to identify and implement effective solutions.
Independently pursue service recovery with assistance from peers and escalate
whenever needed. Assure work processes and systems focus primarily on the
patient/family and customer. Exhibit the capability to escalate priority
issues to superiors when necessary or requested. Exhaust all 1st level
support options before escalating issues to 2nd level support. Demonstrate
respect for variety of persons, personalities, and cultures.
Teamwork: Performs the following core duties: participates in
mentoring, training, and development of other employees. Participates in
training and professional development sessions. Participates in departmental
teams. Travels independently to remote sites and communicates back to the
team while working offsite (if assigned). Exhibits objectivity and openness
to the view of others, including patients/families and customers. Offers
assistance and support to co-workers. Contributes to building positive team
spirit and cohesiveness. Balances team and individual responsibilities. Works
proactively and cooperatively in group problem-solving situations.
Proactively works to resolve conflicts. Encourages peers to seek innovative
approaches to solve problems. Engages peers/ employees in improving the
quality of the work. Serves as a leader in group problem-solving situations.
Leads departmental teams. Coordinates team cross training. Leads new
technology projects and shares knowledge with team members. Creates
presentations and/or reports for staff meetings.
position may require travel to other West Virginia United Health System
(WVUHS) facilities or affiliated sites to assist with implementations,
training, and/or support.
the established policies of the WVUHS as well as the policies of the entity
or entities where the IT team member is assigned to work and/or employed.
may be assigned.
PHYSICAL REQUIREMENTS: The physical
demands described here are representative of those that must be met 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.
walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting,
grasping are necessary body movements utilized in performing duties through
the work shift.
Ability to sit
for extended periods of time.
WORKING ENVIRONMENT: The work
environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.
environment is a standard office environment.
SKILLS AND ABILITIES:
Ability to handle
and maintain confidential information.
work well under high stress conditions.
work independently or cooperatively as a team member.
adapt to various workloads and assignments.
Ability to work
with multi-disciplinary groups.
reading and comprehension ability.
Must be able
oral and written communication skills.
Ability to work
in a fast paced and rapidly changing environment. Must be flexible.
Date Reviewed/Revised: July 2017