POSITION: IS Help Desk Technician
DEPARTMENT: Information Services
POSITION SUMMARY: The Information Services (IS) Help Desk Technician will be responsible for providing the first level of technical assistance and support related to computer systems, hardware, and software, to end-users via phone, remote access, and desk side support. Under the supervision of the IS Operations Manager, this position will respond to queries, triage and isolate problems, and take necessary action to facilitate a solution. The candidate must have the ability to triage/resolve/escalate high volume of daily calls/requests.
POSITIONS SUPERVISED: None
ESSENTIAL FUNCTIONS AND JOB RESPONSIBILITIES:
a. Filters Help Desk calls and provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to other support positions.
b. May also escalate to IS applications support or call for outside vendor maintenance as needed. May also provide support for more complex support issues where configuration solutions have already been documented.
c. Gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.
d. Direct unresolved issues to the next level of support personnel.
e. Provide accurate information on IS products or services.
f. Record events and problems and their resolution in the incident management system.
g. Follow-up and update users on issue status and information.
h. Pass on any feedback or suggestions by users to the appropriate internal team.
i. Identify and suggest possible improvements on procedures.
j. Monitor and respond quickly and efficiently to requests received through the IS Helpdesk
k. Provides technical support and fulfills requests for information for internal and external customers based on established IS procedures. Determine the best solution based on the issue and details provided by customers.
l. Follows the Help Desk Standard Operating Procedures to log issues and document resolution.
m. Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer performance.
n. If necessary, liaise with third-party support and PC equipment and software vendors.
o. Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, to final resolution.
p. Evaluates documented resolutions and analyze trends for ways to prevent future problems.
q. Provides training to members of the team as required.
r. Exhibits computer systems knowledge and proficiency as necessary to perform job functions.
s. Demonstrates the attitudes and behaviors of the South Bend Clinic Service Standards.
t. Performs other duties as assigned when appropriate.
u. Adheres to HIPAA guidelines outlined in Clinic policies and procedures.
Required: High School Diploma
Required: Previous experience in customer service or IT environment
Additional Certification preferred: A+, Network +, MCP
Knowledge, Skills, and Abilities:
Proven experience as a help desk technician or other customer support role. Ability to diagnose and resolve basic technical issues. Tech savvy with the ability to provide support to end users on a variety of topics including Windows OS, MS Office, printers, account management, basic networking, application support, and email issues. Mature, self-motivated, and professional with excellent written and verbal communication skills. Strong problem solving/analytical abilities. Strong commitment to quality customer service. Ability to work independently as well as willing to follow direction and best practices. Experience working in a team-oriented, collaborative environment.