Help Desk Technician 1 - Information Systems - FT - Day

Position Status:

Full time

Shift:

First Shift (Days - Less than 12 hours per shift) (United States of America)

Hours per week:

40

Job Information
Exemption Status: Non-Exempt

A Brief Overview
The Help Desk Tech 1 is an entry level technical position responsible for a wide range of customer service and desktop support issues. A Tech 1 will primarily receive work orders from the Helpdesk Call Center. A Tech 1 attends to customer issues throughout the organization and frequently interacts face-to-face with end users at all levels. Tech 1's are required to assist the Helpdesk Call Center in phone duty during times of high call volume or as needed.

Education Qualifications

• Bachelor's Degree Information technology or a related degree. Preferred

Experience Qualifications

• 1 year IT experience and CompTIA A+ Certification. Preferred

• Microsoft Windows Certification for current supported Operating System. Preferred

Skills and Abilities

• Demonstrate a professional, courteous demeanor at all times as an ambassador of the Help Desk. (Required proficiency)

• Knowledgeable of Stormont-Vail HealthCare standard hardware equipment, software applications, and supported vendors. (Required proficiency)

• An ability and willingness to learn hardware and software products supported within Stormont-Vail HealthCare. (Required proficiency)

Licenses and Certifications

• Drivers License - DMV Current Valid Driver’s License and Clean MVR with 3-year baseline and annual MVR review. Required

What you will do

• Apply technical expertise to troubleshoot PCs, mobile devices, printers, and peripherals in a timely, professional manner. Follows all call protocols and troubleshooting procedures documented in the Help Desk Manual.

• Answers call center phones as required and logs incoming calls/voice messages/e-mails/faxes with detail into the incident management system. Logs all incoming calls/voice messages/e-mails/faxes with detail into the incident management system. Respond to customer requests as needed, whether on hospital grounds or remote clinics.

• Build, deploy and install hardware & software.

• Maintain a Quality of Service individual score of 90 or above.

• Details assigned tickets with comprehensive actions, next steps, and resolution.

• Follows all asset & inventory control protocols.

• Administer and support user access/permissions, enterprise and 3rd party applications.

• Proactive customer communication to keep them informed on issues that did not meet first call resolution, in a timely manner.

• Prioritize and manage tasks and responsibilities, take initiative and work well in a team environment.

Travel Requirements

• 10%

Required for All Jobs

• Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health

• Performs other duties as assigned

Patient Facing Options

• Position is Not Patient Facing

Remote Work Guidelines

• Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.

• Stable access to electricity and a minimum of 25mb upload and internet speed.

• Dedicate full attention to the job duties and communication with others during working hours.

• Adhere to break and attendance schedules agreed upon with supervisor.

• Abide by Stormont Vail’s Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.

Remote Work Capability

• Hybrid

Scope

• No Supervisory Responsibility

• No Budget Responsibility

Physical Demands

• Balancing: Occasionally 1-3 Hours

• Carrying: Occasionally 1-3 Hours

• Climbing (Ladders): Rarely less than 1 hour

• Climbing (Stairs): Rarely less than 1 hour