Service Desk Technician II

Under the general supervision of Manager  of Customer Support, the Service Technician II will deliver intermediate Service Desk service by providing users with a single point of contact to report Incidents, work orders or direct inquiries. The Service Technician II will perform tasks that present medium risk to the environment and will analyze and resolve basic and intermediate problems relating to desktop applications, network connectivity, and printers for peripheral connectivity issues and mobile devices (to include smartphones and tablets). Will assist in Training Service Tech I.  In addition, the Service Technician II will develop a breadth of knowledge of the environment; provide second-tier resolution and technical support to Service Technician I

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Associates degree in business, management information systems or related field required.

OR

•  One years’ experience in technical support or supporting local area networks and desktop information systems required.
• A Certification, MCP or MCSE study/certification preferred.
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PHYSICAL REQUIREMENTS:

The position is located indoors under normal working conditions.  Should be able to push/pull 25 lb., lift/move 15 lb. from floor to table, be able to perform moderately difficult manual manipulations such as using a keyboard, writing and filing for extended periods of time, must be able to perform tasks which require hand-eye coordination such as data entry, typing and using photo copiers.  Mobility requirements may include the ability to sit at a computer terminal or workstation for a prolonged period of time in addition to being able to squat, stand and walk for a reasonable length of time and distance. 

RESPONSIBILITIES OF THE POSITION:

• Provides first-tier and second-tier technical support and resolution to internal and external customers/users via telephone and the Service Desk tool (or email) on basic hardware, network, software, and application problems.
• Ensures that Service Desk calls are answered promptly and functions as the Incident "owner" for the majority of day-to-day service delivery problems.
• Evaluates and/or escalates calls for urgency, complexity, and organizational impact when first level technical support and resolution fails.
• Responsible for recording all user inquiries, from initial call to incident resolution using our services desk system.
• Ensures that the computer environment is secure, clean at all times and that all maintenance and shift turnover procedures are followed.
• Ensures that all Incidents have been assigned to the appropriate individuals for resolution.
• Monitors the progress of all Service Desk calls including prioritizing and tracking calls assigned to other staff members.
• Conducts trend analysis to determine trouble areas, including hardware and software defects, as well as training deficiencies in client areas.  Provides the IS Manager with historical analysis data in order to measure the effectiveness of the system.
• Provides feedback to IS personnel on the use of departmental service agreements and effectiveness of the “first-call” personnel within client areas.
• Provides feedback to IS Manager as to the time, nature and frequency of client calls. Recommends system modifications to reduce user problems.
• Provides excellent customer service and develops client relationships through follow-up and client contacts.
• Helps assist with Service Desk Tech 1’s training period and ongoing training as needed.

• Helps create and expand the service desk problem-solving database through documentation of day-to-day problems.
• Recommends or continuously adds to and updates procedural and resolution information within the help desk software.
• Uses software and hardware pertinent to the detection and resolution of desktop computers and network problems.

• Resets user’s passwords ensuring that Ellis standards for strong passwords are followed.
• Enables user accounts after following the standard security checks.

• Adheres to established department security policies
• Follows procedures in dealing with violations of security experienced during the work shift.
• Ensures all housekeeping and maintenance functions are performed in a timely and scheduled manner.
• Ensures that daily scheduled job within the Service Desk are completed and/or turned over to the next shift.
• Communicates effectively with other shifts in order to ensure a smooth shift transition.
• Provides technical support to Service Technician I.

Ellis Medicine is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, and will prohibit, discrimination on the basis of race, creed, color, religion, sex/gender (including pregnancy), age, national origin, disability (including pregnancy-related conditions), genetic information, predisposition or carrier status, military or veteran status, prior arrest or conviction record, marital or familial status, sexual orientation, transgender status, gender identity, gender expression, reproductive health decisions, domestic violence victim status, known relationship or association with any member of a protected class, and any other characteristic protected by applicable law violates federal, state and, where applicable, local laws , reproductive health decisions or source of payment, consistent with applicable legislation and to comply with the laws pertaining thereto.

Salary Range:  $20.21-$29.31     /hour                   Pay is based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may also vary within the stated range based on location.