Position will support Dolly Children's locations in southeastern TN

BASIC PURPOSE OF THE JOB

Under general supervision, this position will provide technical support for incidents and service requests related to Information Services equipment.  Responsible for planning, scheduling, and installation of new hardware and software.  Performs tasks that present medium risk to the environment and will analyze and resolve moderately complex problems relating to desktop applications, network connectivity, printers for peripheral connectivity issues, and mobile devices to include smartphones, laptops, and iPads. Will learn assigned systems and gain baseline knowledge of the environment. 

REPORTS TO

• Manager, Information Systems Operations

JOB REQUIREMENTS

Supervisory Responsibilities: No

Minimum Education: High School Diploma

License/Certification Required: None

Minimum Work Experience: Four years’ experience in Information Technology, Desktop Support, Service Desk, or related field.  

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent oral and written communication skills.
• Service oriented.
• Able to work independently.
• Is proactive and makes routine decisions independently.
• Must have above average problem-solving skills.
• Excellent organizational, time management and customer service skills.
• Proficient in MS Office, Outlook, Excel and PowerPoint and other computer applications.

DUTIES AND RESPONSIBILITIES

• Provides support and resolution for basic hardware, network, software, and application problems.
• Evaluates and/or escalates calls for urgency, complexity, and organizational impact when 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, and all maintenance and shift turnover procedures are followed.
• Ensures that all problems have been assigned to the appropriate individuals for resolution.
• Monitors the progress of all service requests including prioritizing and tracking requests assigned to other staff members.
• Provides feedback to IT personnel on the use of departmental service agreements and effectiveness of the "first-call" personnel within client areas.
• Provides feedback regarding 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 create and expand the knowledge 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.
• Adheres to established department and organizational security policies.
• Follows procedures in dealing with violations of security experienced during the work shift.
• Performs preventative maintenance as specified by the device manufacturer’s standards.
• Ensures all housekeeping and maintenance functions are performed in a timely and scheduled manner.
• Communicates effectively with other shifts to ensure a smooth shift transition.

PHYSICAL REQUIREMENTS

• Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.
• Light lifting, pushing, and pulling is required for 10-20 lbs occasionally and frequent moving of objects of less than 10 lbs is required. Frequent sitting with some walking, standing, squatting, bending, and reaching is required. Keyboard/computer use and/or repetitive motions may be required.

Come work where you can make a difference everyday.