Provide support services to internal and external users of the organization’s computer systems and network. Function as first-level support, monitor and assign new help desk tickets to the appropriate technician, and ensure proper operation to accomplish business tasks. Coordinate user problem resolution with appropriate resources and follow-through as needed. Monitor help desk activity and produce utilization reports using related software.
Provide technical support and orientation for internal users on the personal computer, network, and related equipment.
Build rapport and obtain problem details from users. Provide timely updates and feedback.
Apply necessary skills to prioritize and schedule requests where necessary and escalate problems to the appropriate technician.
Work with users as a first-level responder to identify and correct computing problems. Perform initial problem assessment and correct or refer requests, depending on level of complexity.
Perform Windows desktop fixes, including installing and upgrading software and hardware and configuring systems and desktops based on IT Department and company policies and procedures.
Provide information to users throughout the organization to establish and improve computing, data, and document management skills.
Utilize available resources to obtain software updates, drivers, and knowledge bases to aid in problem resolution and improvement.
Catalog and maintain all software licenses to show name, version, revision, serial number, license key (if any), etc.
Provide technical support in setting up audio and web meetings and maintain functionality of the equipment.
Serve as alternate support maintaining our desktops, printers, and associated equipment.
Apply necessary troubleshooting skills to correct problems on users’ desktops related to both hardware and software connectivity.
Maintain a library of hardware and software manuals for use by employees throughout the company. Research and recommend computer training programs to support user needs.
Provide basic user training on help desk and computing concepts, including data management protocols, electronic security, and user etiquette.
Perform post-resolution follow-ups.
Function as secondary support to PC Technician to keep our inventory database of hardware and software current.
Serve as alternate support to maintain our Intranet web sites.
Meet department and company performance and attendance expectations.
Perform other duties as assigned.
Work Experience: Two years of Help Desk or Technical Support experience required.
Education, Certificates, Licenses: Requires high school diploma or equivalent.
Knowledge: Expert knowledge of Microsoft applications including but not limited to Word, Excel, Access, and PowerPoint. Knowledge of local area network and intranet connectivity management. Ability to instruct and communicate with users ranging from novice to expert level, and to manage requests to provide user assistance and coordinates response by IT personnel. Responsible to ensure that user queries receive reply within one working day or a reasonable time frame. Requires advanced knowledge of Microsoft Windows 2000, 2003, and XP, and Microsoft applications software and operating systems. LAN system proficiency required.
Building Customer Loyalty
Building Strategic Work Relationships
Contributing to Team Success
Planning and Organizing
We are committed to doing the right thing.
We are one team working toward a common goal.
We are each responsible for customer service.
We practice open communication at all levels of the company to foster individual, team and company growth.
We actively participate in efforts to improve our many communities-internally and externally.
We encourage creativity, innovation, and the pursuit of excellence.
Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.
Physical Requirements: Ability to move equipment weighing up to 50 pounds occasionally. This position requires the ability to work with equipment and wiring at table-top, floor, and ceiling level. Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.
Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.
PacificSource is an equal opportunity and affirmative action employer.
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