Service Desk Tech I

Service Desk Tech I

Requirements

• High School Graduate
• Experience in either a Call Center or Service Desk or customer service environment.
• Experience with Microsoft Office software.
• Experience with Microsoft operating systems.

Responsibilities

• Primary responsibility is assisting users over the telephone, through email, online chat and/or at desk side in a prompt, professional and courteous manner.
• Secondary responsibility is assisting users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Skilled in communication under potentially adverse situations with a focus on customer service and satisfaction.
• Responsible for obtaining information to diagnose a problem, and simultaneously create, assign and document issues into the Hospital Service Desk tracking system.
• Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs).
• Demonstrates competence in troubleshooting and resolution of reported issues and the ability to escalate through appropriate channels any issues that cannot be resolved.
• Maintains an ever-increasing level of proficiency in hardware, software, networking and other technologies related to the ITS department.
• Demonstrates competence in documenting trouble ticket resolutions, maintains Hospital knowledgebase articles and actively participates in maintaining and support policies and procedures.
• Demonstrates the ability to manage time and resources in the best interest of the Hospital.
• Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records.
• Identifies opportunities to see where training needs would improve productivity within the department or within the Hospital
• Trains end users on basic hardware, software and network resources, on a one-on-one basis.
• Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
• Participates in on-call rotation and provides end user support during off hours, holidays and weekends.
• Demonstrates a willingness to work as a member of a team.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.

Preferred Qualifications

• Associates Degree in computer systems, a related field OR 1:1 equivalent experience.
• Experience in the maintenance, troubleshooting, and upgrading of computer equipment.