Service Desk Tech I

JOB SUMMARY

Provides first-line user and technical support and delivers quality customer service to

KDMC IST

customers. Receives requests, analyzes and diagnoses hardware and software problems, resolves problems, and answers questions. If necessary, directs inquiries or escalates problems to the appropriate staff.

DUTIES AND ESSENTIAL FUNCTIONS

Overall performance rating of below indicated essential job duties: Provides first-line user support and delivers quality customer service to KDMC Service Desk customers by: Answering, evaluating and prioritizing all requests for assistance such as incoming telephone calls, voice mails, e-mails, in-person requests, etc. Interviewing the customer to gather information about their questions and/or problems. If appropriate, leading the customer through procedures to diagnose the problem. Utilizing problem management databases and Service Desk systems to troubleshoot service problems and provide immediate Tier I technical support. Assigns more complex issues to Service Desk Systems Administrators for assessment and resolution. Determining the source of the hardware, network or application question or problem. Then researching, isolating, analyzing, troubleshooting, providing a solution, and following up to ensure resolution. Logging and tracking requests, using the IST Service Desk ticketing system and thoroughly documenting all resolution activity. Populating the Service Desk knowledge base with solutions to common problems. Providing information to the appropriate IST staff for use in eliminating recurring problems. Also, documenting the information in the Service Desk knowledge base. Provides essential support to Information Services and Technology by: Monitoring incidents and assigning appropriate response levels. Providing incident history and occurrence information. Providing basic Service Desk training to IST staff. Communicating work-around solutions to IST staff. Providing project go-live assistance.

Helps to improve Operations by:

Openness to learn by shadowing existing staff. Improving the detailed information included on the "scripts" used by the Service Desk. Accountable to Service Desk metrics. Researching ideas and techniques to improve and enhance the Service Desk.

EDUCATION/LICENSE/CERTIFICATION/OTHER REQUIREMENTS

Minimum requirement: High School Diploma or GED Equivalent. 1 year of applicable experience. Technical skills and knowledge of computer systems operations and peripherals.

Preferred qualifications:

WORKING ENVIRONMENT

Works indoors in an office/clinic setting The noise level is usually moderate

PHYSICAL DEMANDS

Constantly required to maintain a stationary position behind a computer. Frequently required to move about inside the department. Constantly required to communicate telephonically and face to face with colleagues and customers. Constantly required to operate a computer and telephone. Constantly required to lift and/or move up to 10 pounds. Frequently required to lift and/or move up to 25 pounds. Occasionally required to lift and/or move up to 50 pounds Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception