IT Support Tech/Help Desk

Description

JOB SUMMARY AND SCOPE

The IT Support Technician (ITST) function is to provide technical assistance to computer system users, answer questions or resolve computer problems for clients in person, via telephone or from remote locations, and provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, e-mail, and operating systems. The ITST will monitor the help desk system and assign incoming support requests to the appropriate staff member. The ITST will be the main contact for the help desk and will be required to answer all incoming calls to the IT Services department when available. The ITST will repair and troubleshoot computers (laptops, desktops, and tablets), and other IT-related equipment in a timely manner or arrange for technical assistance as needed. The ITST will setup and regulate internet access for the workstations that have access. The ITST will deploy and maintain hospital wide virus protection software on all end-user computer systems. The ITST will maintain a current inventory of all hardware and software that the hospital uses. 

ESSENTIAL JOB FUNCTIONS

• Monitor help desk system and respond to incoming support requests
• Assign telephone and e-mailed to the appropriate technician/engineering queues utilizing our ticket management system.
• Provide telephone and remote assistance for clients
• Adhere to established methods and procedures for responding to and documenting support requests
• Use of remote-control tools to resolve issues for clients.
• Resolve individual user technical issues daily.
• Addresses problems arising from the workstation software by providing and/or arranging technical assistance.
• Install and configure Microsoft operating systems.
• Seeks out needed information by staying informed and involved by attending meetings, reading memos, policies, meeting minutes, newsletters, email and other appropriate information in a timely manner.
• Reliable attendance and punctuality, including observing appropriate break times and extending a scheduled shift when necessary to meet patient demands.
• Performs duties in a safe manner, in compliance with all safety policies and procedures.
• Complies with the Code of Conduct and all appropriate policies and procedures.
• Other duties, as assigned, that are relevant to the position and department.

Requirements

MINIMUM REQUIREMENTS

• Associate degree in information technology, or certification preferred. Work experience will be considered for this role.
• Basic knowledge of Windows.
• Basic knowledge of Windows Active Directory Services
• Basic knowledge and experience in the operation of computer hardware, various software applications.
• Experience in working with software applications, computer hardware.
• Excellent customer service skills
• Excellent oral communication skills