What are the responsibilities and job description for the Associate Help Desk Technician position at Baptist Memorial Health Care?
Overview
Job Summary
Provide initial employee support for technical inquiries received via phone, email, and messaging applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets and/or cases. For more complex issues, transfer internal customers to second-level Service Desk Technicians. Incumbent is subject to overtime, callback, and on-call as required. Perform other duties as assigned. Remote work possible after training.
Responsibilities
Experience
Preferred/Desired
Minimum Required
Training
Preferred/Desired
Special Skills
Preferred/Desired
Licensure
Minimum Required
Job Summary
Provide initial employee support for technical inquiries received via phone, email, and messaging applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets and/or cases. For more complex issues, transfer internal customers to second-level Service Desk Technicians. Incumbent is subject to overtime, callback, and on-call as required. Perform other duties as assigned. Remote work possible after training.
Responsibilities
- Provides technical assistance to computer system users.
- Solves problems dealing with a limited variety of concrete variables by interpreting written and verbal information and screen shots or other data supplied.
- Maintains current knowledge of hospital information systems, software, networks and telecommunications technologies.
- Uses standard tools, knowledge and experience to analyze, diagnose and resolve problems.
- Contributes to evaluation and maintenance of existing support documentation.
- Completes assigned goals.
Experience
- Microsoft Office Suite
- Active Directory
- MS Azure
- AVD
- VDI
- Ticketing system
- Remote tools
- STRONG CUSTOMER SERVICE EXPERIENCE
- 2 years experience or educational equivalent of Associate's degree.
- 2 years experience or educational equivalent of Associate's degree.
Preferred/Desired
Minimum Required
Training
Preferred/Desired
Special Skills
Preferred/Desired
Licensure
Minimum Required
- DRIVER'S LICENSE (CURRENT)