Service Desk Support 1- Information Technology Services

Job Description

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Associate's degree in a related area preferred. No previous experience in the field required. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Typically reports to a supervisor or manager.

Essential Job Functions (Including but not limited to the following)

Personnel

• Works with entire Information Technology Services department to ensure day to day break fix items are completed

• Communicates to all parties in a clear and understandable manner

• Maintains a positive and professional attitude in all situations

Processes

• Participates in activities that lead to the improvement of processes and performance throughout the Clinic

• Exhibits effective problem solving techniques and looks for opportunities to contribute to the improvement process

• Ensures all issues are reported, tracked, and completed within a ticket/work order based system

• Follows documentation and templates to ensure a uniform service

• Resolves service desk tickets with Information Technology Services staff

• Meets deadlines for objectives as given by supervision

Technology

• Demonstrates a thorough knowledge of all areas of responsibility and shares knowledge appropriately

• Performs repair, maintenance, and troubleshooting efforts for computer hardware and software issues

• Answers service desk phone calls, emails, and other inquiries

• May be cross trained to perform job functions as staffing needs dictate including servers, networking, and Systems Analyst

• Understands and practices concepts of Need-to-know restrictions and only accesses systems, datacenters, server rooms, data closets, information, and/or data for a legitimate need basis

• Maintains computer active and inactive inventory

• Maintains mobile device inventory (cell phones, pagers, etc.)

• Performs other duties as assigned

OSHA Job Classification: Class II

Typical Job Demands

I. Physical

• Requires functional near vision, distance vision, peripheral vision, color and depth perception.

• Requires functional hearing

• Requires prolonged standing and sitting, intermittent bending, stooping, stretching, walking, pushing, pulling, lifting objects weighing up to forty-five pounds

• Requires eye‑hand coordination and manual dexterity sufficient to operate computer keyboard, copier, telephone, and other medical office equipment

• Requires ability to distinguish letters or symbols

II. Psychological

• Requires the ability to work independently and follow through with instructions and projects

• Requires the ability to maintain a professional composure when talking with/reviewing the work product of individuals who fill certain positions within each Clinical office at the Clinic

III. Interpersonal

• Requires good communication skills and the ability to interact with people from diversified backgrounds.

• Requires the ability to quickly establish rapport with people.

• Requires the ability to develop effective and pleasant interpersonal relationships with fellow staff members and office managers.

General Performance Requirements

• This position is a full time position with limited weekend and after hour work required

• This is a shift position. Hours will be defined by Information Technology Services management and may vary

• On call phone support may be required

• Limited travel may be required

• Requires reliable transportation capable of carrying equipment and traveling to all Harbin Clinic locations

• Follows common safety and bio hazardous waste precautions to establish a safe work environment.

• Maintains quality control standards

• Keeps up to date with policy and procedure changes

• Participates in continuing education to maintain current licensure and/or enhance skill level

• Preserves confidentiality of patient information

• Abides by policies and procedures of the Harbin Clinic

• Two week notice required for resignation or transfers from this position

Education/Experience

• High school diploma or equivalent required; 2-year college degree strongly preferred

• Comp TIA A+ certification strongly preferred (if not already certified, must obtain this certification within the first year); ITIL Foundation for Service Management preferred

• 1-2 years in Information Technology related field troubleshooting application issues, supporting networking, telephony, security, service desk, servers, desktops, or mobile devices preferred

• Healthcare experience strongly preferred

• Education may be substituted for experience