Service Desk Agent I

Support position for all aspects of computer use and application availability. Responsible for providing technical assistance and support related to computer systems, hardware, or software. Strong aptitude in OS repairs, Spyware removal, virus removal, and upgrades. As the first support contact for users, this position will be responsible for analyzing hardware or software issues, isolating the problem, and resolving. If second-tier support is required the Help Desk Agent will gather all pertinent information and supply documentation of initial analysis, and escalate to second-tier by way of ticket assignment. Tasks include but are not limited to end-user support, upgrades and configuration, preventative PC maintenance, scheduled job runs and backups, and system monitoring. Respond to telephone calls, emails and personnel requests for technical support. Able to react to change productively and handle other essential tasks as assigned. Clearly communicate technical instructions or solutions in a user-friendly, professional manner. Track and monitor the problem to ensure resolution and serve as the primary contact for the end-users. The employee is subject to call back and overtime as required by the hospital.

Responsibilities

• Responsible for analyzing, classifying, and logging all requests in the Help Desk software.
• The process includes criticality, resource requirements, and information provisioning.
• Tracks and monitors the problem to ensure a timely resolution.
• Conduct preventative maintenance rounds taking responsibility for assigned areas.
• Take ownership of various processes or projects working on them during non-peak call times or designated times and provide backup support in a team environment.
• Assist with the onboarding of new users.
• Performs minor desktop hardware repair or replacement.
• Demonstrate performance and accountability by adhering to predefined metrics.
• Metrics include but are not limited to; log in time, not ready time, average talk time calls presented, calls answered, calls returned to the queue, and calls returned by time out.
• Maintain professional competence through research, study, and continuing education programs within and outside the hospital.
• Actively supports the six pillars of the organization: High-Quality Healthcare, Compassionate Customer Service: Employee Satisfaction, Financial Strength; Community Value; Ethics and Compliance.
• Success in this endeavor will be reflected in the Quality Plus Indicators published monthly for the department.
• Completing all hospital-wide orientation, complying with policies, and accepting personal responsibility for mandatory in-service requirements.
• Performs related responsibilities as required or directed.

Customer Support/Service, Telephone Skills, Documentation, Analysis Skills, Spyware, Computer Systems, Operating Systems, Hospital, Help Desk, Technical Support, Requires Associate’s degree or Vocational/Technical School certification., 0-3 years of experience in the field or in a related area.