IT, HELP DESK TECHNICIAN

Help Desk Tech

I.T.

Full-Time

Job Summary:

The Help Desk Technician implements and supports organizational desktop and network equipment and is the key technical resource responding to end user incidents and requests reported to the Help Desk. Problems beyond the scope of their ability or responsibility are documented in a timely manner to appropriate support personnel. Based on proficiency with PC-based equipment and cabling, the Help Desk Technician can provide expanded on-site support to technical resources, if needed.

Participation in 24/7 on-call support is required based on organizational IT staff rotation.

The Help Desk Technician adheres to and supports MRHC IT policies and procedures, and recommends process changes that improve the implementation, maintenance and support of IT desktop equipment and software.

Department Specific Responsibilities:

Installs and repairs organizational IT equipment and software per MRHC IT standards and guidelines, including but not limited to terminals, personal computers, printers, network gear, cabling, and related software products

Responds to and resolves inquiries and requests for assistance entered through the IT ticket tracking systems, in order to provide tracking and trending of issues, and escalates issues beyond the scope of their ability or responsibility to the appropriate resource in a timely manner.

Analyzes and provides hands-on support for simple to moderate inquires.

Determines appropriate resources to resolve the problem and coordinates with other organizational areas, as needed

Performs organizational-based moves, adds, and changes (MAC's) as needed

Provides 24/7 on-call support based on staff rotations, and carries a pager as warranted.

Aids and trains users in the use of organizational information technology.

Performs preventative maintenance on IT assets as warranted within the scope of the Help Desk Support team

Assists in the creation and maintenance of technical documentation

Effectively works with colleagues, Help Desk and other IT personnel to ensure that organizational priorities and standards are achieved.

Participates in meetings, committees and continuing education to improve individual, departmental, and organizational performance

Maintains and protects confidentiality with regard to all aspects of patient care and employee information

Performs other duties as assigned

Education Requirements:

An associate degree in Computer Science, MIS, CIS or other related technology field is required. A bachelor's degree in Computer Science, MIS, CIS or other related technology field is preferred.

Certification/Licensure Requirements:

ITIL Foundations, Network+, CCENT and or/Microsoft certifications are desired.

Experience:

Must have 3-4 years of IT experience