JOB SUMMARY: Investigates and resolves software and hardware problems of computer users by performing the following duties.
EDUCATION AND/OR EXPERIENCE:
Associate’s degree (A.A.) or equivalent from two-year college or technical school; or 4 years related experience and/or training; or equivalent combination of education or experience.
ESSENTIAL DUTIES AND COMPETANCIES:
Maintains help desk system for task management and tracking.
Trains help desk staff to answer and resolve incoming calls.
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Analyzes help desk activity and makes recommendations for changes in help desk procedures and systems to upper management.
Confers with staff, computer users, supervisors, and managers to determine requirements for new or modified software and hardware.
Assists desktop personnel with installation of hardware and software, and implementation of procedure changes.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to manager or technical staff.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
Prepares standard statistical reports, such as help desk incident reports.
Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
Consults with programmers to explain software errors or to recommend changes to programs.
Saline Memorial Hospital (SMH) is a not-for-profit medical facility serving the western region of Arkansas. The full-service hospital has...