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WK
Willis Knighton Health
Help Desk II
Entry-Level JobVerifiedNo experience needed
Career Insights for Help Desk Technician / Analyst
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Based on Louisiana data
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What they do
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.
$49,692 / year median in Louisiana
-15% projected decline
Job Description
Help Desk II Willis Knighton Health - 2.7 Shreveport, LA Job Details Full-time 21 hours ago Qualifications Technical support via phone Phone communication Remote access software Full Job Description Proposed New Helpdesk II Job Description Must have good customer service skills and provide support for end users and clients for IT related technical issues to include but not limited to hardware, software, and network problems. Able to assist the callers and clients in a clear and effective manner over the phone or using remote tools. Proactively and independently troubleshoot and resolve moderate incidents and requests without direction. Manage tasks/tickets via service management tool. Properly escalate unresolved issues to the next level of support. Ensure proper recording, documentation, and closure of tasks/tickets. Demonstrates a solid/working level of subject matter expertise in providing support to projects, customers, and other teams, while proactively working to improve and obtain a working knowledge for applications/systems in multi-assigned areas. Utilizes application training, application web site and application resource materials regularly and effectively and is able guide and assist all callers Create and maintain active/inactive users in Active Directory System as well as multiple EMR systems. Maintains high standards for quality of work for self and others. Provides oversight and feedback on team member design, configuration and deliverables. Manages medium complexity projects/requests. Collaborates with team members as needed. Proactively evaluates all new release and functionality of applications. Contributes to strategy discussions by identifying options with associated pros and cons with team members. Facilitates making timely decisions, making sound decisions even in the absence of complete information. Recognizes when a quick 80% resolution will suffice. Assist in preparation and conduct continuing formal or informal training session for users and co-workers. Identifies and seizes new opportunities, displays can-do attitude in good and bad times and steps up to handle tough issues. Performs other duties as assigned. Collaborates with other WKH IT Teams to identify and resolve issues that have resulted in application/software issues.