Desktop Support Technician - integrated resources : Job Details

Principal Duties: The candidate should be able to troubleshoot hardware and software issues with minimum supervision and understand when they need to escalate issues to management or other teams. Able to comfortably interact with all staff levels including C-level and executives. Minimum Qualifications: The Desktop Support Technician will serve as front-line, level 1, IT support for the enterprise, which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III). Provide support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations. General Tasks and Responsibilities Will Include: Provide support of computer hardware, operating systems, networks, and applications Install and configure computer desktops, laptops, printer, mobile devices and software. Experience troubleshooting and resolving computer and network issues in a multi-office work environment Participate in the implementation of new hardware and products to ensure the application meet the business requirements and the team is trained in their use Excellent problem-solving skills Strong communication skills Hardware and Software troubleshooting Customer service focused Experience controlling IT inventory, assets and deployed software Provide accurate and detail documentation of resolution in the Service Now Ticketing system Desire to continually learn new technologies and products Prior experience with ServiceNow ticketing system Demonstrated experience diagnosing and resolving unique, nonrecurring problems associated with application software and operating systems; determining the source of problems and detailing their level, priority and nature. Manage level 1 and 1 1/2 service Incidents/requests from report to resolution Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2 Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items Contribute to the continuous process improvement of the Service Desk Area Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools Receive, prioritize, document and actively resolve end user help requests Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA) Track open tickets and monitor ticket progress per SLA, close ticket items when resolve Follow escalation and paging procedures to ensure SLAs are being met Provide support and services to users, seeking to resolve as many calls as possible at level 1: Provide support for issues related to password resets, MS Office, Windows, as well as some issues Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved Participate in special projects as needed and perform other duties as assigned Must be able to work independently as well as work as part of a fast-moving team Must be able to work at various locations when necessary along with working various shifts. Other Preferred Skills: Excellent Customer Service experience Knowledge and experience installing and configuring Windows 7 & 10 desktops in an enterprise environment Excellent verbal and written communication skills Experience in desktop support and wireless network technologies Ability to work on multiple projects simultaneously ITIL Certification a plus Capable of lifting and installing equipment up to 50 lbs. Equipment/Machines Operated: General Office equipment (computer, scanner, printer, phones) Extensive experience supporting Microsoft Operating Systems and Office Suite Experience supporting and setup of Droid, iOS, and other PDA devices Experience supporting internal clients remotely via Remote Control tools such as WebEx and RDP Experience imaging and deploying new and replacement laptop and desktop equipment Educational Level: A Baccalaureate Degree in relevant field from an accredited college or university; and, One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs; or, A Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or, A satisfactory combination of education, training and experience. Years of Experience: A Baccalaureate Degree in relevant field from an accredited college or university; and, One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs.