Supports Carilion’s hallmarks of service excellence and quality for all job responsibilities. Provides “first level” support for the purpose of providing resolution to computer and telephony related issues for all Carilion Clinic employees and affiliated personnel. Delivers service w ith a high degree of customer satisfaction, technical expertise and timeliness. Coordinates problem calls with appropriate Technology Services Group (TSG) area. Also provides information as requested for TSG Help Desk tickets, projects, access requests or other areas as directed by management. Provides on-the-job training to Help Desk Specialist during orientation and continuing education phases. Assists the Team Trainer and Manager with strategic and tactical planning and also helps with project management. This person may further serve as a point person for learning new technologies.
Minimum Qualifications Required:
Education: Technical associate degree preferred or equivalent work experience. Help Desk Certification and A+ Certification required.
Experience: 2-4 years experience in computer electronics and/or data communications.
Experience in microcomputers and supporting network hardware and software required
Licenses, Certifications and/or Registrations: None
Other Minimum Qualifications:
· Tactful and pleasant phone skills
· Positive customer service attitude
· Excellent communication skills
· Exceptional interpersonal skills
· Good organizational skills
· Problem solving ability
· Basic to intermediate knowledge of multiple applications
· Basic knowledge of computer networks and how they function
· Average to above-average typing skills
· Detail oriented
· Ability to follow and give instructions
· Intermediate typing skills
· Gives and receives constructive feedback
· Able to train/mentor other Help Desk employees
· Runs and distributes reports created with various data report tools such as MS Access, Crystal Reports, etc.
Inspiring Better Health at Carilion Clinic
Every day at Carilion Clinic, our employees come together to inspire better health in our patients, their families and our communities. Explore how you can be a part of this diverse, innovative and interdisciplinary patient-centered team, and find out how you can make a difference in the lives of others.
As an employee, you can take advantage of our competitive pay, various scheduling options, continuing education opportunities and excellent benefits.
Based in Roanoke, Va., Carilion Clinic includes multi-specialty physician practices, eight not-for-profit hospitals and the Virginia Tech Carilion School of Medicine and Research Institute in partnership with Virginia Tech.
Service Excellence and Quality are hallmarks of Carilion Clinic. As a team member, you will be expected to consistently deliver the best in care and customer service. As an employee, you will demonstrate respect, dignity, kindness and empathy in each encounter with our patients, families, visitors and with each other.
Carilion Clinic is an Equal Employment Opportunity/Affirmative Action Employer.
Carilion Clinic - 2 years ago