IT-Service Desk Support Administrator I
Provides support to end users on a variety of inquiries and incidents.
Identifies, researches, and resolves or routes software and hardware incidents.
Responds to telephone calls, email and personnel requests for technical support. Using a service management tool, documents, tracks and monitors incidents to ensure a timely resolution.
Essential Duties: Answers service desk telephones and/or emails and responds to user inquiries. Creates, routes and maintains incident records (tickets) within a Call Management system; such as MySoft, HP Openview, or other service management tool. Assists the user in resolving incidents by providing guidance regarding software and hardware problems by following call scripts and utilizing Knowledge Base resources.
Identifies, evaluates, and prioritizes user incidents and complaints to ensure that inquiries are successfully resolved. Works under minimal supervision to research, troubleshoot, and resolve trouble tickets within established Service Level Agreements.
Effectively uses software tools for remote troubleshooting. Work collaboratively with the Sev Runner/Administrator II to properly triage Emergency and High incidents. Works collaboratively with 2nd/3rd level support teams to ensure that users receive timely service. Follows up with users to ensure that incidents are resolved within the contracted or agreed upon time frame. Assists with defining and documenting Service Desk support procedures as required. Participate in Service Desk Review Step management rotation.
Participate in optional training offerings and suggest additional training offerings for the teams benefit.
Work shifts assigned by Service Desk leadership as required by business needs.
Experience and Knowledge: Minimum 1 year of incident handling experience with PC software applications, MS Operating Systems including Windows XP is required.
Associates Degree in IT or A+ Certification will be considered equivalent to 1 year of work experience.
Experience in a Healthcare provider environment or call center helpful.
Must be detail-oriented and organized, with good analytical and problem solving ability. Notable client service, communication and relationship building skills required. Ability to function independently and as a team player in a fast-paced environment required. Must have strong written and verbal communication skills. Ability to effectively document processes required. Proficiency with Microsoft Office Suite required. Familiarity with ITIL framework required.
Education Requirements: High School Diploma or equivalent required.
Associated Degree with an interest in Information Technology preferred.
License Requirements: Help Desk Institute Support Center Analyst certification highly desirable A+ and Network+ certifications preferred Microsoft application certifications preferred.