Associate Help Desk Technician

Overview

Job Summary

Provide initial employee support for technical inquiries received via phone, email, and messaging applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets and/or cases. For more complex issues, transfer internal customers to second-level Service Desk Technicians. Incumbent is subject to overtime, callback, and on-call as required. Perform other duties as assigned. Remote work possible after training.

Responsibilities

• Provides technical assistance to computer system users.
• Solves problems dealing with a limited variety of concrete variables by interpreting written and verbal information and screen shots or other data supplied.
• Maintains current knowledge of hospital information systems, software, networks and telecommunications technologies.
• Uses standard tools, knowledge and experience to analyze, diagnose and resolve problems.
• Contributes to evaluation and maintenance of existing support documentation.
• Completes assigned goals.
  
  

Specifications

Experience

• Microsoft Office Suite
• Active Directory
• MS Azure
• AVD
• VDI
• Ticketing system
• Remote tools
• STRONG CUSTOMER SERVICE EXPERIENCE
  
  

Minimum Required

• 2 years experience or educational equivalent of Associate's degree.
  
  

Preferred/Desired

• 2 years experience or educational equivalent of Associate's degree.
  
  

Education

Preferred/Desired

Minimum Required

Training

Preferred/Desired

Special Skills

Preferred/Desired

Licensure

Minimum Required

• DRIVER'S LICENSE (CURRENT)