Support position for all aspects of computer use and application
availability. Responsible for providing technical assistance and
support related to computer systems, hardware, or software. Strong
aptitude in OS repairs, Spyware removal, virus removal, and
upgrades. As the first support contact for users, this position
will be responsible for analyzing hardware or software issues,
isolating the problem, and resolving. If second-tier support is
required the Help Desk Agent will gather all pertinent information
and supply documentation of initial analysis, and escalate to
second-tier by way of ticket assignment. Tasks include but are not
limited to end-user support, upgrades and configuration,
preventative PC maintenance, scheduled job runs and backups, and
system monitoring. Respond to telephone calls, emails and personnel
requests for technical support. Able to react to change
productively and handle other essential tasks as assigned. Clearly
communicate technical instructions or solutions in a user-friendly,
professional manner. Track and monitor the problem to ensure
resolution and serve as the primary contact for the end-users. The
employee is subject to call back and overtime as required by the
Responsible for analyzing, classifying, and logging all requests
in the Help Desk software. The process includes criticality,
resource requirements, and information provisioning. Tracks and
monitors the problem to ensure a timely resolution.
Conduct preventative maintenance rounds taking responsibility
for assigned areas.
Take ownership of various processes or projects working on them
during non-peak call times or designated times and provide backup
support in a team environment.
Assist with the onboarding of new users.
Performs minor desktop hardware repair or replacement.
Demonstrate performance and accountability by adhering to
predefined metrics. Metrics include but are not limited to; log in
time, not ready time, average talk time calls presented, calls
answered, calls returned to the queue, and calls returned by time
Maintain professional competence through research, study, and
continuing education programs within and outside the hospital.
Actively supports the six pillars of the organization:
High-Quality Healthcare, Compassionate Customer Service: Employee
Satisfaction, Financial Strength; Community Value; Ethics and
Compliance. Success in this endeavor will be reflected in the
Quality Plus Indicators published monthly for the department.
Completing all hospital-wide orientation, complying with
policies, and accepting personal responsibility for mandatory
Performs related responsibilities as required or directed.
Requires Associate's degree or Vocational/Technical School
LICENSURE, REGISTRATION, CERTIFICATION:
0-3 years of experience in the field or in a related area.
Requisition ID: 2021-44028
Street: 620 Skyline Drive
Post End Date: 5/31/2021
*F-Location Name w/o External ID: System Support
*F-Location Name w/o External ID: Information Systems