What are the responsibilities and job description for the IT SUPPORT TECHNICIAN position at Centra Health Careers?
Overview
Responsibilities
Demonstrate exceptional customer service while providing IT support.
XX Monitoring and response for systems under Support team purview.
Demonstrate ability to document the following in a ticketing system: end user identification information, details of issue or request, troubleshooting steps taken and details of resolution.
Demonstrate ability to reset passwords in Active Directory as well as other Centra applications.
Demonstrate ability to remote control user PC.
Demonstrate ability to log issues and/or work orders to vendors as well as other Centra Departments.
Utilize HPE Service Manager to document work and work processes.
Advises and follows up with customers on problems and issues, keeping the customer informed at all times.
Afterhours on call support.
Maintains a flexible schedule and is willing to accept assignments to help the department achieve its service needs.
Displays and promotes a positive public relations approach to staff physicians, nurses, patients, their families, and public.
Participates in process improvement activities.
Must maintain reliable up-to-date information from government and other sources.
May perform other duties as assigned or requested and job specification can be modified or updated at any time.
Qualifications
Job Description: The Support Technician is responsible for providing initial triage and support of software and hardware issues with the goal of first contact resolution while providing excellent customer service. This includes providing technical advice, guidance and informal training to customers using hardware and software programs. It also includes troubleshooting and restoring routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures as well as assisting with physical/deskside support. The Support Technician is also responsible for contributing to a knowledge base for documented processes, routine tasks, and incident resolutions while working in a team setting, sharing information, and assisting others with calls.
Required Education: High School Diploma / GED