Under limited supervision and in accordance with IT service level agreements provides Tier 1 first level resolvable phone, email and remote support for the IT Service Desk as needed. Additionally, provides more complex Tier 2 and Tier III support for all client technology and associated peripherals by means of analyzation and methodical troubleshooting. Support Tier I and Tier II analyst in resolving and training on more complex software installs and hardware resolution. Support is provided via telephone, ticketing system, email, remote assistance, customer site visit and manager escalation.. Staffs the IT Service Desk Call Center, ticket processing, routing and escalating non client technology related customer inquiries, service requests and incident reports. May assist as a resource on special projects, video visits and may also provide limited desk side support for break/fix hardware issues while executing all duties as assigned. Technical Escalation point for the Service Desk.
Education
Bachelor’s Degree preferred, or Equivalent Technical Experience
Experience
4 years’ experience in a Technical Support Call Center setting preferred. Hospital experience is preferred.
Knowledge, Skills and Abilities
- Experience with Windows 7, Windows 8.1, Windows 10, Microsoft Office Family of Products, Microsoft Active Directory, preferred.
- Skill in Repairing and Maintaining Desktop, Laptop, Tablet, and Thin/Zero Clients Preferred.
- Excellent Soft skills and customer facing skills.
- Data analytics and report building
Licensures, Certifications
- At least one of the following: CompTIA A+, CompTIA Network+, MCP, MCSA. Must be an active certification.
Physical Requirements
- Able to lift on a frequent basis 15 to 20 pounds, and on an occasional basis up to 25 to 55 pounds.
Working Conditions
- Professional Office Environment and Dress Code. There will be exposure to dust. Includes on-call responsibility for Desktop support. Must be flexible in supporting 24 hours call center, 7 days a week.
Conditions of Employment
- Must Have Own Transportation to Support Remote Sites and On Call Responsibilities.
Principal Duties and Responsibilities
- Logs, responds to and resolves Tier I and Tier IIfirst level resolvable incidents and service requests within SLA timelines and GBMC Greater Behaviors.
- Logs and responds to Tier 2 incidents and service requests within SLA timelines and GBMC Greater Behaviors.
- Schedules work to meet departmental SLAs and to accommodate customer’s needs and requirements. Though rare, this includes flexing hours as required to include evenings, nights, and/or weekends and holidays.
- Evaluates customer needs and makes technical recommendations that comply with current GBMC standards and technical guidelines.
- Creates documentation necessary to install and provide ongoing support for current systems for Tier I triage support..
- Utilizes and helps manage a software and hardware inventory management system.
- Installs, upgrades and maintains system and application components on client computing platforms by performing hardware repairs, configuring operating systems and applications and providing support for all hardware components.
- Provides On Call support, 24x7, on a rotating basis as determined by the Client Support Manager and department procedure.
- Provides follow up with customer and support resources to ensure completion of customer’s call and customer satisfaction.
All roles must demonstrate GBMC Values:
Respect
I will treat everyone with courtesy. I will foster a healing environment.
- Treats others with fairness, kindness, and respect for personal dignity and privacy
- Listens and responds appropriately to others’ needs, feelings, and capabilities
Excellence
I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.
- Meets and/or exceeds customer expectations
- Actively pursues learning and self-development
- Pays attention to detail; follows through
Accountability
I will be professional in the way I act, look and speak. I will take ownership to solve problems.
- Sets a positive, professional example for others
- Takes ownership of problems and does what is needed to solve them
- Appropriately plans and utilizes required resources for various job duties
- Reports to work regularly and on time
Teamwork
I will be engaged and collaborative. I will keep people informed.
- Works cooperatively and collaboratively with others for the success of the team
- Addresses and resolves conflict in a positive way
- Seeks out the ideas of others to reach the best solutions
- Acknowledges and celebrates the contribution of others
Ethical Behavior
I will always act with honesty and integrity. I will protect the patient.
- Demonstrates honesty, integrity and good judgment
- Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers
Results
I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals.
- Embraces change and improvement in the work environment
- Continuously seeks to improve the quality of products/services
- Displays flexibility in dealing with new situations or obstacles
- Achieves results on time by focusing on priorities and manages time efficiently
Pay Range
$58,488.99 - $93,582.39
Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.
Equal Employment Opportunity
GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.
