Position: Help Desk Technician Part Time (~20 hours/week)
Reports to: Network-Desktop Support Engineer
Department: Information Technologies
Position Status: Part Time, Non-Exempt
Travel required: Minimal (0-10%)
Office Location: Wauwatosa, WI
The Help Desk Technician is an entry level position, requiring a balance of technical and customer service skills. The role will provide support services to our organization staff as it relates to their computing environments, printing, telephony, and any other technology needs. This position is also expected to engage in knowledge and/or skill enhancing activity relevant to the IT environment. This could include reading documentation, attending classes, seminars or events, attending formal trainings (online or in person) or participating in projects and operations that are outside the scope of the normal job description. Assists in the day to day technical work, including actively improving all processes, both in general and specifically within their assigned scope of responsibility. Examples include, investigating new technology, improving documentation, reducing waste, and/or anything that improves the quality of delivered product.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provides front-line technical support for all systems for which Information Technologies is responsible. This support includes problem resolution, installation and/or configuration of computing hardware (computers, peripherals, printers, etc.), software, A/V devices, network cabling, telephony, deployment, diagnostics, troubleshooting and end-user assistance.
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.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Provide support in the configuration of software packages and support of those packages.. Calls software and hardware vendors to request service regarding defective products.
Trains users on software and hardware on-site or in classroom.
Installs personal computers, software, and peripheral equipment.
KNOWLEDGE AND SKILL:
Must act in a confidential, discretionary and ethical manner to maintain MCO Operations, Fiscal and Administrative program integrity.
Ability to manage multiple projects, support requests and other tasks within constraints of timelines, budgets and regulatory requirements.
Ability to listen, formulate and implement problem resolution strategies and recommendations.
Strong interpersonal and communication skills, which must include the ability to work effectively with a wide range of constituencies in a diverse community.
Willingness to find new solutions and methodologies to meet challenges within the business environment.
A talent for troubleshooting and problem solving
A customer focused approach to issue management
Excellent communication skills.
General knowledge of enterprise IT services
Knowledge of Microsoft Windows services
Understanding of networking concepts
EDUCATION and/or EXPERIENCE:
Possession of a Bachelors degree or currently working towards earning a Bachelors degree from an approved college or university.
2 years of college education in a technology-focused field; enrolled and engaged in a technology-based secondary educational program.
Experience working in a health care organization is preferred but not required.
Experience in a help desk, technology-oriented field or technology support team is a plus.
Previous experience with desktop support or help desk support to a diverse set of users.
Valid Drivers License
Reliable Vehicle and auto insurance coverage to be maintained throughout employment
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