Help Desk Technician - AVALA Hospital - RH477

Essential Duties And Responsibilities

• Manage Help Desk tickets in a timely manner.
• Respond to customer issues via phone, email and IM.
• Provide customer assistance.
• Document customer interactions.
• Run diagnostics to resolve customer reported issues.
• Escalate issues to the next Tier, as appropriate.
• Install, maintain, and repair computer hardware and software.
• Follow-up with customers to ensure issues are resolved.

Qualifications

• Associates Degree in Computer Science or related field preferred.
• 1+ years of experience working in a help desk environment preferred.
• Flexibility to work a variety of shifts with minimal notice.
• Available to work regular overtime.
• Proficiency with Windows and MAC OS.
• Excellent oral communication skills.
• Skill to organize and manage assigned Help desk tickets.
• Ability to diagnose and resolve computer and printer issues.
• Reliable transportation to handle issues at remote locations within 30 miles of hospital.

Core Competencies

• Action Orientation - Targets and achieves results, overcomes obstacles, establishes standards and responsibilities, creates a results-oriented environment, and follows through on actions.
• Communications - Communicates well both verbally and in writing. Effectively conveys and shares information and ideas with others. Listens carefully and understands various viewpoints. Presents ideas clearly and concisely and understands relevant detail in presented information.
• Creativity/Innovation - Generates novel ideas and develops or improves existing and new systems that challenge the status quo, takes risks, and encourages innovation.
• Critical Judgment - Possesses the ability to define issues and focus on achieving workable solutions. Consistently does the right thing by performing with reliability.
• Customer Orientated - Listens to customers, builds customer confidence, increases customer satisfaction, ensures commitments are met, sets appropriate customer expectations, and responds to customer needs.
• Interpersonal Skills - Effectively and productively engages with others and establishes trust, credibility, and confidence with others.
• Leadership - Motivates, empowers, inspires, collaborates with, and encourages others. Builds consensus when appropriate. Focuses team members on common goals.
• Teamwork - Knows when and how to attract, develop, reward, and utilize teams to optimize results. Acts to build trust, inspire enthusiasm, encourage others, and help resolve conflicts and develop consensus in creating high-performance teams.

Professional Requirements

• Adhere to dress code, appearance is neat and clean.
• Maintain patient confidentiality at all times.
• Report to work on time and as scheduled.
• Wear identification while on duty.
• Maintain regulatory requirements, including all state, federal and local regulations.
• Represent the organization in a positive and professional manner at all times.
• Comply with all organizational policies and standards regarding ethical business practices.
• Attend regular staff meetings.
• Adhere to pre-determined professional development plan.

Skills

• Ability to communicate effectively in English, both verbally and in writing.
• Basic computer knowledge.
• Basic printer knowledge.