Summary
Serves as the first point of contact for customers seeking technical assistance via phone or e-mail. Performs remote troubleshooting through diagnostic techniques and pertinent questions. Determines the best solution based on the issue and details provided by the customer.
Essential Duties and Responsibilities
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Manage Help Desk tickets in a timely manner.
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Respond to customer issues via phone, email and IM
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Provide customer assistance
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Document customer interactions
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Run diagnostics to resolve customer reported issues
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Escalate issues to the next Tier, as appropriate
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Install, maintain, and repair computer hardware and software
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Follow-up with customers to ensure issues are resolved
Qualifications
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Associates Degree in Computer Science or related field preferred.
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1+ years of experience working in a help desk environment preferred
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Flexibility to work a variety of shifts with minimal notice
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Available to work regular overtime
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Proficiency with Windows and MAC OS
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Excellent oral communication skills
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Ability to organize and manage assigned Help desk tickets
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Skill to diagnose and resolve computer and printer issues
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Reliable transportation to handle issues at remote locations within 30 miles of hospital
Core Competencies
Action Orientation - Targets and achieves results, overcomes obstacles, accepts responsibility, establishes standards and responsibilities, creates a results-oriented environment, and follows through on actions.
Communications - Communicates well both verbally and in writing. Effectively conveys and shares information and ideas with others. Listens carefully and understands various viewpoints. Presents ideas clearly and concisely and understands relevant detail in presented information.
Creativity/Innovation - Generates novel ideas and develops or improves existing and new systems that challenge the status quo, takes risks, and encourages innovation.
Critical Judgment - Possesses the ability to define issues and focus on achieving workable solutions. Consistently does the right thing by performing with reliability.
Customer Orientated - Listens to customers, builds customer confidence, increases customer satisfaction, ensures commitments are met, sets appropriate customer expectations, and responds to customer needs.
Interpersonal Skills - Effectively and productively engages with others and establishes trust, credibility, and confidence with others.
Leadership - Motivates, empowers, inspires, collaborates with, and encourages others. Builds consensus when appropriate. Focuses team members on common goals.
Teamwork - Knows when and how to attract, develop, reward, and utilize teams to optimize results. Acts to build trust, inspire enthusiasm, encourage others, and help resolve conflicts and develop consensus in creating high-performance teams.
Professional Requirements
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Adhere to dress code, appearance is neat and clean.
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Maintain patient confidentiality at all times.
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Report to work on time and as schedule.
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Wear identification while on duty.
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Maintain regulatory requirement, including all state, federal and local regulations.
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Represent the organization in a positive and professional manner at all times.
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Comply with all organizational policies and standards regarding ethical business practices.
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Attend regular staff meetings.
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Adhere to pre-determined professional development plan
Skills
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Ability to communicate effectively in English, both verbally and in writing.
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Basic computer knowledge.
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Basic printer knowledge.
Physical Demands
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. While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires repetitive motions, standing, walking, bending,
