Provides computer hardware and software support and technical assistance to facility departments as well as outside offices and agencies. Receives user problems by staffing the IS Help Desk phone lines and provides solutions to these problems available through online tools focused on remote diagnosis and resolution. Performs routine maintenance on computer and peripheral equipment at the Help Desk location. Remotely installs upgrades of computer software.
Aptitudes: Ability to work independently with minimal directions, perform detailed assignments, appropriately apply knowledge of department processes to new situations, and compile information with accuracy. Ability to work under pressure, tolerate frequent interruptions and high stress situations, recognize priority needs and take appropriate action, and make quick decisions and/or adjustments as necessary. Impeccable personal honesty, integrity and confidentiality.
KNOWLEDGE/EXPERIENCE: Education and training on data communications systems (experience preferred). Base understanding of how communications systems interact with data systems. Must be able to troubleshoot PC's, printers and switch system problems using online tools focused on remote diagnosis and resolution. Must possess interpersonal skills necessary to communicate effectively and efficiently in a courteous and considerate manner to maintain contact with hospital personnel and customers, including listening, written and verbal skills. Physical strength, agility, and endurance necessary for job performance such as moving and maintaining equipment.
EDUCATION: High School diploma or GED preferred. Technical training/work experience is preferred. Two years progressive experience with personal computers is preferred.
LICENSE/CERTIFICATION/REGISTRY: None.
Use of ticketing system to document, track, escalate, and resolve incidents. Respond to incoming incidents and service requests received via Call Center escalation, telephone, email, walk-in, and self-service portal. Provide initial customer support to include preliminary investigation of issue/request. Identifying customer needs as part of this triage, and correctly diagnosing the underlying issue or determining what is being requested – in order to correctly resolve, fulfill, or escalate the event/incident/request. Classify and prioritized incidents and/or requests in accordance with approved guidelines. Ensure details (who, what, where, when, why) are accurately captured in ticketing system Manage and track the life-cycle of all incidents and service requests through closure. Following incident resolution/request fulfillment validate ticket was categorized correctly and close the ticket. Troubleshooting across IT services, including: Hardware, software, networks, and other functionalities which support these services Operating system and common business software issues Mobile device issues and requests Network connectivity and shared drive / file server troubleshooting Printer mapping and troubleshooting Answering requests for information or providing “how-to” steps. Installing and uninstalling software programs. Utilizing existing knowledge repositories to effect rapid repairs. Maintaining situational awareness and leveraging daily operational experiences.