The IT Service Desk Level 2 Technician is a strategic technical position that provides, end-user support to internal desktop systems used by the organization. Technician will aim to restore normal service of systems as quickly as possible by minimizing the impact to the business operations. Individual will perform general maintenance tasks, troubleshoot and repair computer systems and peripheral equipment throughout the local facilities; work on assignments that are moderately complex in nature where judgment and initiative are required in resolving problems and making recommendations.
Essential Duties and Responsibilities:
The roles and responsibilities of this position include, but are not limited to, the following:
Must be familiar with the industry concepts, practices, and procedures.
Must understand the organization's products and services.
Must understand and record the relevant aspects of any issues in the ticketing system.
Specialized knowledge experience beyond basic level 1.
Responsible for Level 2 support service requests.
Follow up on escalated issues from Level 1.
Support all technology related equipment at the local facilities.
Deploy and install hardware requests at local facilities.
On-site troubleshooting of standard hardware issues (e.g. personal computer, printers).
Diagnoses and resolve product performance problems.
Troubleshoot end-point protection.
Troubleshoot specialized applications.
Deploy/replace hardware at local facilities.
Manage/coordinate user moves.
Update and close tickets for service desk generated systems.
Create service desk tickets for observed maintenance/repair issues.
Staging, imaging of standard and specialized equipment.
Configuration changes of specialized software.
Escalation to vendors under existing support contract, record document vendor SLAs. o Non-AD Account creation for new users, terminations for non-centralized applications.
Security/Access requests for non-centralized applications.
Project work/responsibilities as assigned by Manager.
Identify computer or network equipment shortages and place orders for stock.
Take ownership of service request by updating customers regularly on the status of their open work orders as per their preferred method of contact-telephone or email and see these through to resolution.
Resolve, or assist in the resolution of customer issues through effective questioning, negotiation and conflict management, and by using the correct policies and procedures. Ensure a high level of Customer Service and satisfaction is achieved through the process, end to end.
Escalate customers enquires appropriately to second or third level support, where an enquiry cannot be resolved to a customer's satisfaction.
Ensure customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.
Provide quality customer service-onsite support.
Achieve satisfactory customer ratings via customer surveys and feedback line.
Ensure compliance with policies and procedures as outlined.
Investigate or replicate issues to resolve open work orders.
Responsible for identifying ?symptom fixes? by addressing root cause based on reported incidents.
Create, or assist in the creation of articles for the Knowledge Base Repository.
Responsible for communicating to the business any maintenance, outages or upgrades.
Provide technical support and training to clients (end users) via email, phone and or other methods.
Work at various local sites as needed; travel to other facilities within the US when required (20-25%).
Experience working with and managing Apple products.
Knowledge of eClinicalWorks or other EMR applications.
Experience working in Healthcare Settings/with Providers/Clinicians.
EMR - Electronic Medical Records, iOS
Customer Service, Hardware, iOS, Manager, Management, Peripheral, Project, Security, Technician
Robert Half Technology