IT Service Desk Technician- CH Information Technology- Full-Time

Is responsible for providing level 1 support for all IT systems and users within the organization. Is responsible for efficiently providing initial triage, acknowledging, categorizing, prioritizing and documenting service and support requests that are reported to the IT Service Desk, with the goal of first contact resolution while providing excellent customer service. To include providing technical advice, guidance and informal training to customers that use hardware and software programs, troubleshooting and restoring routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. Is responsible for contributing to a knowledge base for documented processes, routine tasks, and incident resolutions while working in a team setting, sharing information, and assisting others with calls. The ideal candidate will possess technical aptitude, critical thinking, excellent communication skills, and a

passion for supporting healthcare professionals in delivering quality patient care.

Demonstrate strong critical thinking skills.

Demonstrate exceptional customer service while providing IT support.

Provide first-level technical support and troubleshooting for hospital staff, including physicians, nurses, and administrative personnel.

Assist users with IT-related issues, including hardware and software problems, network connectivity, and application support.

Respond promptly to service requests, prioritize incidents based on severity, and escalate issues as necessary to ensure timely resolution.

Monitoring and response for systems under the Service Desk team purview.

Demonstrate ability to document the following in a ticketing system: end user identification information, request category, priority, details of issue or request, troubleshooting steps taken and details of resolution.

Demonstrate the ability to reset passwords in Active Directory as well as other Centra applications.

Demonstrate the ability to remote control PCs.

Demonstrate ability to log issues and/or work orders to vendors as well as other Centra Departments.

Maintain accurate records of service requests, incidents, and resolutions using an ITSM tool.

Advises and follows up with customers on problems and issues, keeping the customer informed at all times.

Maintains a flexible schedule and is willing to accept assignments to help the department achieve its service needs.

Displays and promotes a positive public relations approach to staff physicians, nurses, patients, their families, and the public., High School Diploma / GED

1 or more years previous service desk experience.

HDI-SCA certification or the ability to obtain within 12 months from date of hire.

Preferred Qualifications:

1 or more of the following certifications: HDI, ITIL 4 Foundations, CompTIA A+