The main focus of this job is to provide first level support for customers via telephone. Obtain information from users, analyze computer hardware, software and application problems, assists users with troubleshooting procedures and resolves problems. If unable to resolve, escalates problem appropriately. Works closely with internal and external support staff to correctly define and resolve issues upon initial customer contact. Develop and maintain system documentation and procedures of workload. Provide training for new staff. Maintain supply inventory and interact with vendors for supplies and support. Create and maintain user security files and authorize access per defined criteria. Provide first-level support for users reporting problems and/or requesting services.
In addition to the aforementioned Help Desk duties, provides input to IS Management for proactive problem resolution. Counsels customers in the usage and understanding of application software. Coordinates efforts of vendors and support staff. Monitor and take corrective action regarding environmental equipment (HVAC, power plant, generator). Department supports 300+ applications hosted on multiple operating system platforms.
Associates Degree in Computer Science or 4 years help desk experience
2 years Operations experience combined with 2 years Help Desk or telephone support experience
Microsoft Applications Certification or equivalent support experience;
PC Hardware A+ Certification;
UNIX knowledge Networking Basics
Help Desk Support Center Analyst certification
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