Description
The Help Desk Technician II is a member of the Help Desk Group within Technical Services. Responsible for fielding, diagnosing, and troubleshooting incoming customer requests and issues via the phone and e-mail within a 24x7x365 high-availability healthcare environment.
Provides first line support services to both local and offsite customers with technical problems and requests including connectivity, access, computer hardware, operating system, and software application functions.
Provides timely completion of requests and resolution of problems or escalation of those that cannot be handled directly to appropriate technical personnel.
Provides ticket status updates to management and customers. Follows documented operating procedures and customer services guidelines for Help Desk support.
Produces regular statistical reports around customer experience with metrics around incoming call volumes, tickets, first call resolution, and turnaround.
Responsible for user account management in Active Directory and within applications, including adds, changes, and deletions in accordance with defined policies and procedures.
Conducts regular audits and creates reports for review to ensure user account databases are kept current with all required information and appropriate access.
Must have strong communication and customer service skills to successfully work with a wide variety of customers to identify, troubleshoot, and resolve problems.
Daily interaction with customers, Applications Analysts, Technicians, Engineers, and other members of Information Technology on the day-to-day operations of the environment.
The Help Desk Technician may be required to work a variety of shifts including weekends, and holidays as scheduled.
Qualifications :
Two years relevant Help Desk experience in Information Technology within healthcare or other 24 / 7 high-availability environment
Strong communication and customer service skills.
Interpersonal skills necessary to train non-technical users on computer systems and applications
Strong ability to diagnose, troubleshoot, and resolve technical issues.
Demonstrated ability to acquire technical knowledge dynamically and quickly.
Ability to respond positively in stressful situations to difficult customers.
Knowledge of relevant call tracking and ticket management applications.
Knowledge of customer service practices. Understanding of client / server computing.
Understanding of basic networking topology.
Working knowledge of fundamental operations of relevant software applications, hardware, and other equipment.
Well versed in using and supporting Microsoft Windows, Word, Excel, and Outlook.
Must demonstrate excellent written / verbal interpersonal communication and problem solving skills.
Ability to build organizational partnerships with others, and be able to negotiate and build consensus.
Ability to manage own time and schedule own tasks.
Must take the initiative to work efficiently without constant supervision and direction.
Demonstrated resourcefulness, initiative, and analytical abilities.
Must be able to work varied shifts and / or additional hours.
Ability to read, write, hear, and verbally communicate in English to the degree required to perform the job.
Preferred Qualifications :
Successful completion of additional related certification such as MCP, Help Desk Institute CSR, Help Desk Institute SCA, etc.
License / Certification / Registration Requirements :
Successful completion of CompTIA A+, CompTIA Network+, or other comparable certification.
Salary Range :
$34.41 - $51.62 USD Hourly
Behavior Technician
You will receive the onboarding bonus after 30 days of employment). The Center for Learning and Autism Support Services, Inc. CLASS is seeking to fill a part-time position for midday and afternoon sessions. You care about helping people and want to do meaningful work. ...
Clinical Nurse II - FT - Days - Outpatient Infusion Center @ MV
FTE1Scheduled Bi-Weekly Hours80Work ShiftDay: 10 hoursJob DescriptionApplies nursing process and theories, as well as principles of psycho-social and physical sciences, in assessing, planning, diagnosing, implementing, evaluating, and modifying patient care. El Camino Health is committed to hiring, ...
Cytotechnologist - FT - Days - Anatomic Pathology @ MV
Light Work - Walking or standing up to 49% of shift, duties require standard movement, may occasionally lift up to 20 lbs. El Camino Health is committed to hiring, retaining and growing the best and brightest professionals who will carry our mission and vision forward. The organization is an equal o...
Clinical Nurse II - Interventional Svcs - FT - Days - Interventional Svcs-2B-East @ MV
FTE1Scheduled Bi-Weekly Hours80Work ShiftDay: 10 hoursJob DescriptionApplies nursing process and theories, as well as principles of psycho-social and physical sciences, in assessing, planning, diagnosing, implementing, evaluating, and modifying patient care. El Camino Health is committed to hiring, ...
Respiratory Therapist III - 0.9 - Days - Respiratory Care Services @ MV
El Camino Health is committed to hiring, retaining and growing the best and brightest professionals who will carry our mission and vision forward. Meets all required competencies for RT I and II, plus passes competencies, regularly works in NICU or performs Advanced Pulmonary Diagnostic Services or ...
Clinical Oncology Stewardship Pharmacist - FT - Days - Pharmacy @ MV
Contribute to the development and maintenance of policies and procedures to support the safe use of antineoplastic medications across all ECH sites and promote and enhance patient outcomes through safe, effective, cost-effective, and appropriate medication therapy use for patients receiving antineop...
Respiratory Disease Specialist - 0.9 - Days - Respiratory Care Services @ MV
El Camino Health is committed to hiring, retaining and growing the best and brightest professionals who will carry our mission and vision forward. Provides in servicing to physicians, nurses, patients and various health care professionals on various topics and provides comprehensive and accurate edu...
ED Technician - 0.6 - Days - Emergency @ MV
In addition to providing clinical care for patients, this position also rotates to oversee the patients and families in ED waiting area; providing assistance to patients’ upon arrival, assisting the triage RN in identifying medical necessity, supporting and providing information to patients, familie...
Pharmacy Manger - HYBRID - Operations, Strategic Growth & Development, FT Days
Interprets and enforces established policies and procedures, creates new policies and procedures, designs and implements performance improvement initiatives that enhance safety, environmental, and infection control. Provides oversight to pharmacy personnel with respect to the goals and objectives of...
Surgical Tech II - FT - Days - Operating Room - 2A East @ MV
Surgical Technologists will work at the direction of, or subject to supervision of a physician and surgeon, or registered nurse circulator to facilitate safe and effective invasive surgical procedures, ensuring the operating room environment is safe, equipment functions properly, and operative proce...