Summary: The Service Desk is a single point of contact for application, software, hardware, network and telephone questions, requests, and issues; it is staffed 24x7x365. The Service Desk owns all Incidents and Requests, which means it is responsible for satisfactory resolution and fulfillment and will perform hierarchical and functional escalation if necessary in order to meet priority due dates.
The Service Desk Technician ensures proper computer operation so that customers can accomplish business tasks, and facilitates timely resolution to all technology related incidents and requests. Responsible for Tier 1 phone-based software and hardware support. Enters call data into a tracking system, applying appropriate categorization, impact, and urgency to all cases. Diagnoses and resolves incidents using documented procedures and checklists. Provides technical advice and guidance to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by identifying and diagnosing faults and symptoms using established processes and procedures. Escalates incidents to higher level technical support professionals when necessary. Assists in the resolution of application, hardware, and software incidents. Conducts customer/user satisfaction call-backs and closes all resolved incidents and requests. Facilitates and carries out communication of service outages (planned and unplanned). Works in a team setting, sharing information with others. Provides some after hours emergency support on a rotating schedule, and can work a flexible schedule in a 24x7x365 health care environment.
Qualifications: 1-2 years experience working in an IT Service Desk/ Help Desk providing phone support. Knowledge of basic computer hardware. Working knowledge of current Windows Operating System and current Microsoft Office Suite. Excellent communications skills, verbal and written. Knowledge of Active Directory / Microsoft Administrative Tools. Knowledge supporting a Citrix environment. Knowledge of Remote Support Tools. Experience using SDE incident tracking system. Experience with Automated Call Distribution (ACD) phone systems.
Licensure, Registration, and/or Certification: HDI Support Center Analyst Certification preferred. CompTIA A+ Remote Support Certification preferred. Knowledge of ITIL/ ITSM