Help Desk Support II
- 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.
- 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.
- MCP / HP / other hardware certification
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