PHMC is proud to be a leader in public health. PHMC requires that all employees are fully vaccinated with the Covid-19 vaccine before the first day of employment.

Position Summary:

The Service Desk Support Tech will provide first and second line technical support to internal and external staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administrative duties within this role. Coverage includes PHMC and its Affiliate sites as well as remote users at other offices and home workers.

Work Schedule

This is a full-time exempt position with a regular work schedule of five days and 40 hours/week. General work hours described as Monday through Friday, 8:30am – 5: 00pm.This position may be required to work some evenings and Saturdays during peak periods.

Responsibilities:

• Serve as single point of contact for service requests from the user community regarding IT issues and questions.
• Experience and in-depth knowledge of Service Desk methodologies.
• Participate in the Incident Lifecycle Management (timely response, closer and escalation of issues).
• Experience working with Service Management tools
• Knowledge of basic ITIL principles (Incident, Change and Problem Management).
• Maintain high degree of customer service for all support inquiries.
• Required to travel to PHMC affiliate sites to do field service.
• Adhere to all service management principals.
• Strong analytical and problem-solving skills.
• Ability to interpret and convey technical concepts.
• Ability to work both independently and in a team environment.
• Knowledge of Network Infrastructure and the ability to troubleshoot LAN/WAN/Telephony /VPN issues.
• Experience with Active Directory.
• Working knowledge of Windows Server 2003 or higher, Exchange Server 2007 or higher, Citrix a plus.
• High level of knowledge supporting all major Windows based desktop applications (Microsoft Outlook, Word, Excel, PowerPoint, etc.).

• Publish support documentation to assist staff with requests for information & provide staff training if required.
• Create and administer user accounts, passwords, and privileges/rights as assigned and directed by Network Administrators.
• Follow all Service Desk Support and Department guidelines and operating procedures
• Perform day-to-day audio-visual (AV) functions, including scheduling, end-user coordination / training, troubleshooting and equipment installation/repair.
• Work closely with Peers, Management, and other IT staff to acquire additional technical and non-technical knowledge.
• Performs other related duties as required by management.

Skills and Experience:

• 2 – 6 years of experience in service desk support.
• Ability to differentiate between errors caused by hardware, software and applications.
• Excellent organizational skills, attention to detail and highly accurate work.
• Excellent communication skills.
• Physical Requirements: Normal office environment.
• Valid Driver’s License a must

Education Requirement:

• High School Diploma required
• A Certification
• ITIL certification would be beneficial
• Technology oriented degree is desirable

Supervisor:

• This position reports to IT Systems Support Manager

Salary Grade:

• Grade 16