Service Desk Tech I

Position Title
Service Desk Tech I
Days - Full Time, Weekend Days - Full Time
Broadmoor Campus
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Position Summary / Career Interest
Provides support, through multiple channels with a primary focus on telephone support, on installation, configuration and ongoing usability of desktop computers, peripheral equipment and software. Creates and maintains knowledge articles in accordance with departmental standards.
Responsibilities

• Demonstrates a willingness to work as a member of a team.
• Responsible for obtaining information to diagnose a problem, and simultaneously create, assign and document issues into the Hospital Service Desk tracking system.
• Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs).
• Trains end users on basic hardware, software and network resources, on a one-on-one basis.
• Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records.
• Demonstrates the ability to manage time and resources in the best interest of the Hospital.
• Primary responsibility is assisting users over the telephone, through email, online chat and/or at desk side in a prompt, professional and courteous manner.
• Skilled in communication under potentially adverse situations with a focus on customer service and satisfaction.
• Note: These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.
• Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs).
• Participates in on-call rotation and provides end user support during off hours, holidays and weekends.
• Demonstrates competence in troubleshooting and resolution of reported issues and the ability to escalate through appropriate channels any issues that cannot be resolved.
• Identifies opportunities to see where training needs would improve productivity within the department or within the Hospital
• Secondary responsibility is assisting users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
• Maintains an ever-increasing level of proficiency in hardware, software, networking and other technologies related to the ITS department.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• Demonstrates competence in documenting trouble ticket resolutions, maintains Hospital knowledgebase articles and actively participates in maintaining and support policies and procedures.

Required
JOB REQUIREMENTS

• Within first six months of employment, the Service Desk Technician I must obtain a current hospital approved IT certification from an approved governing body or must hold the most current Microsoft Windows Operating System certification (ie Windows 10)
• Prior experience in either a Call Center or Service Desk or customer service environment.
• Experience with Microsoft operating systems
• Experience with Microsoft Office software.
• High School Diploma

Preferred

• Experience in the maintenance, troubleshooting, and upgrading of computer equipment
• Associate's degree in computer systems, a related field OR 1:1 equivalent experience

Time Type
Full time
Job Requisition ID
R-27994
We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.
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