IT Help Desk II

About the role

The Help Desk Support Technician II performs both Helpdesk and IT Operations functions as needed in a healthcare system with a 24 hour, 7 days a week coverage requirement. Responsible for evaluating PC and printer troubleshooting, maintenance repair and installation, hardware and software configurations, product documentation, internet/specialty software and completing assigned projects/moves.

Responsibilities

• Responds to end-user phone, email, or ticket requests for support to resolve basic computer, application, system, device, security access, or performance issues.
• Provides customer support by troubleshooting technical issues with PC & printer hardware, Windows OS and simple network/wiring/wireless issues.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• Utilizes ticket database to research, troubleshoot, track and deliver solutions.
• Update and close tickets as needed.
• Works through issues and drives them to resolution.
• Prioritizes tickets based on patient care and urgency.
• Responds to end user calls and completes tasks in a timely manner.
• Develops good relationships with customers and management throughout the organization.
• Communicates clearly and concisely.
• Shares knowledge and skills with other IT support staff to promote a collective knowledge base.
• Seek out learning opportunities from co-workers.
• Maintains technical skills in line with current industry standards and certifications.
• Actively participates in continuing education, seminars/conferences, professional societies/journals and networking with other IT professionals to keep current with new developments and technology.
• Is flexible and available to come on-site for on-call duty after hours.
• Performs other duties as required.

Requirements

• Associates Degree or equivalent experience.
• Minimum of 2 years’ experience in a Desktop Support or Helpdesk environment.
• Knowledge of computer technology and equipment, printers, hand held scanners and PC's.
• Knowledge of data communications hardware and software.
• Superb oral and written communications skills and ability to interact well with clients at all levels.
• Must possess good customer service skills and be able to provide education and technical support to other staff.
• Flexibility to work various hours due to the 24 by 7 coverage requirement.
• Ability to type proficiently on a standard computer keyboard.
• Ability to work independently with limited supervision.

Qualifications

• Preferred: MCP / HP / other hardware certification.

Pay

Pay Range: $20.00 - $30.00 Per Hour

Schedule

Shift: Variable; FTE: 12.00; Work Schedule: HRLY NON-UNION-12 HR; Employee Status: A1 - Full-Time; Union: Non-Union.

Req Id: 98846 | Department: INFORMATION TECHNOLOGY