Help Desk Tech 1

Position Status:

Full time

Shift:

First Shift (Days - Less than 12 hours per shift) (United States of America)

Hours per week:

40A Brief Overview

The Help Desk Tech 1 is an entry level technical position responsible for a wide range of customer service and desktop support issues. A Tech 1 will primarily receive work orders from the Helpdesk Call Center. A Tech 1 attends to customer issues throughout the organization and frequently interacts face-to-face with end users at all levels. Tech 1's are required to assist the Helpdesk Call Center in phone duty during times of high call volume or as needed.

Essential Job Duties

Apply technical expertise to troubleshoot PCs, mobile devices, printers, and peripherals in a timely, professional manner. Follows all call protocols and troubleshooting procedures documented in the Help Desk Manual.

Answers call center phones as required and logs incoming calls/voice messages/e-mails/faxes with detail into the incident management system. Logs all incoming calls/voice messages/e-mails/faxes with detail into the incident management system. Respond to customer requests as needed, whether on hospital grounds or remote clinics.

Build, deploy and install hardware & software.

Maintain a Quality of Service individual score of 90 or above.

Details assigned tickets with comprehensive actions, next steps, and resolution.

Follows all asset & inventory control protocols.

Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health

Performs other duties as assigned

Qualifications

Bachelor's Degree Information technology or a related degree. Preferred

1 year IT experience and CompTIA A+ Certification. Preferred

Microsoft Windows Certification for current supported Operating System. Preferred

Drivers License - DMV Current Valid Driver's License and Clean MVR with 3-year baseline and annual MVR review. Required

Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment.

Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.