A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$22.00 - $32.50 JOB SUMMARY Under the supervision of the Technology Support Supervisor, this position is responsible for providing telephone and direct IT help desk support. Services provided will include first line basic trouble shooting, problem resolution and general support to staff seeking technical support for telephones, computers, audio visual devices, software, user logons and various other information technology related systems and devices.
JOB DUTIES AND RESPONSIBILITIES
Promote a positive working relationship with SCHC staff. Represent SCHC in the most positive manner. Act as the initial information technology technical customer support point of contact. Provide assistance as needed for the IT staff. Utilize the trouble ticket system to track issues and escalate as necessary. Interact with IT staff to assure integrity, security, and performance of SCHC systems. Assist with installing, administering, and troubleshooting computer hardware including, personal computers, printers, and related peripherals on site and remotely. Assist with installing, administering, and troubleshooting computer software including Microsoft Operating Systems, MS Office suites, and organizational software programs. Assist with maintaining software solutions and hardware driver updates from vendors and manufacturers. Assist with implementation of software updates/upgrades and changes. Provide quality customer care in a fast and efficient manner. Monitor and respond to help desk calls and provide technical support to the end user. Assist with providing technical training for computer systems to the clinic staff as needed. Prioritize work requests to best serve organizational needs. Assist with researching technological applications and procedures as needed. Assist with asset and inventory management. Other duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
Working knowledge of computer hardware and networking components. Computer literate in supported versions of MS Windows, as well as Office Suites. Problem solving aptitude to recognize, diagnose, and implement solutions to user inquiries and equipment problems. Prioritize workload and manage time effectively. Ability to analyze user and network-related problems and implement solutions. Exceptional written and oral communication skills. Exceptional interpersonal skills.
EDUCATION & EXPERIENCE
Experience with MS Windows Desktop and Server operating systems. Experience in MS Office with emphasis on MS Word, Excel, and Outlook. Experience with trouble ticketing systems.
PREFERRED QUALIFICATIONS
Experience with MS Active Directory. Experience with an EHR. CompTIA A+ certification.
