IT Service Desk Technician I

Default Work Shift:

Day (United States of America)

Hours:

40

Salary range:

$20.71 - $31.46

Schedule:

Full Time

Shift Hours:

8 Hour employee

Department:

Information Systems

Job Objective:

Provides quality and rapid 24x7 technical support to Eisenhower Health’s workforce, affiliates, and patients. The IT Service Desk Technician I will be responsible for assisting end-users with basic IT issues, troubleshooting hardware and software problems, and escalating complex issues to higher-level technicians as needed. Your passion for Information Technology, exceptional communication, and problem-solving skills will be essential in ensuring timely and efficient resolution of our customer’s technical issues.

Job Description:

Education: Required: High school diploma, GED or higher level degree Preferred: Associates degree in IT related field Licensure/Certification: Required: CompTIA A+ or equivalent within one (1) year of hire Preferred: HDI-CSR or equivalent Experience: Required: One (1) year of experience in customer service or completion of Service Desk Technician rotation in EMC IS Apprentice Program Preferred: IT Service Desk experience in Healthcare

Reports To: Manager-Program Management Office and Help Desk Supervises: N/A Ages of Patients: N/A Blood Borne Pathogens: Minimal/ No Potential

Skills, Knowledge, Abilities:

Ability to provide an excellent service desk experience to all customers, Ability to provide level I remote technical support for Windows OS, Active Directory, Microsoft Exchange, MacOS, and Microsoft Office products, Ability to troubleshoot iOS and Android devices with mobile device management software, Ability to work independently and collaborate in a team environment, Basic technical knowledge for troubleshooting issues related to multi-function devices such as printers, fax machines, scanners and general office equipment, Basic understanding of TCP/IP, wireless and networking principles, and digital/VOIP telecommunications equipment, Excellent communication and interpersonal skills, Excellent multitasking skills; detail-oriented and highly organized, Knowledge of Windows Active Directory and Exchange user administration, Strong problem-solving abilities and willingness to learn, Technical understanding on how to troubleshoot issues on computers, laptops, and mobile devices, Web programming and SQL Server knowledge

Essential Responsibilities

1.Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations. 2.Provides level I technical support to end-users, including diagnosing and resolving hardware, software, and network issues. 3.Provides step-by-step guidance to end-users on technical problems. 4.Performs remote troubleshooting to support remote users. 5.Escalates more complex issues to level II support staff. 6.Creates user incidents for all service desk calls that include required contact information, clear description of issue, troubleshooting notes, and escalated/resolved appropriately. 7.Manages access requests and creates accounts for non-provisioned applications. 8.Assists with staff onboarding, account setup, hardware setup, and software configuration. 9.Completes assigned Service Requests within the Service Desk Technician's area of responsibility following all documented procedures. 10.Provides remote technical support to patients who need IT assistance with our patient portal. 11.Maintains the service desk self-service queue within Service Level Agreement (SLAs) parameters. 12.Assists in the resolution of customer requests resulting in high-levels of customer satisfaction. 13.Revises existing knowledge base articles to assist with the resolution of customer’s issues. 14.Utilizes the knowledge base and other in-house tools to assist with resolving service desk calls. 15.Meets Service Desk Technician benchmark metrics on a monthly basis. Metrics include First Level Resolution (FLR), tickets created vs. calls handled, and average customer satisfaction. 16.Perform other duties as assigned.