Help Desk Technician - AVALA Hospital - RH477

Summary Serves as the first point of contact for customers seeking technical assistance via phone or e-mail. Performs remote troubleshooting through diagnostic techniques and pertinent questions. Determines the best solution based on the issue and details provided by the customer.

Essential Duties and Responsibilities

• Manage Help Desk tickets in a timely manner.
• Respond to customer issues via phone, email and IM
• Provide customer assistance
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier, as appropriate
• Install, maintain, and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved

Qualifications

• Associates Degree in Computer Science or related field preferred.
• 1+ years of experience working in a help desk environment preferred
• Flexibility to work a variety of shifts with minimal notice
• Available to work regular overtime
• Proficiency with Windows and MAC OS
• Excellent oral communication skills
• Ability to organize and manage assigned Help desk tickets
• Skill to diagnose and resolve computer and printer issues
• Reliable transportation to handle issues at remote locations within 30 miles of hospital

Core Competencies

Action Orientation -

Targets and achieves results, overcomes obstacles, accepts responsibility, establishes standards and responsibilities, creates a results-oriented environment, and follows through on actions.

Communications -

Communicates well both verbally and in writing. Effectively conveys and shares information and ideas with others. Listens carefully and understands various viewpoints. Presents ideas clearly and concisely and understands relevant detail in presented information.

Creativity/Innovation -

Generates novel ideas and develops or improves existing and new systems that challenge the status quo, takes risks, and encourages innovation.

Critical Judgment -

Possesses the...