Service Desk Technician

Position Summary

Under general direction from the Service Desk Coordinator and IS Manager,?this Service Desk role provides exceptional customer service to the medical center. The role will provide call assistance and complete Service Desk requests related to desktops, laptops, mobile devices, printers, monitors, telephones, and other related equipment used in the medical center. Ensures all actions taken in carrying out responsibilities support patient-centered care.

Position Responsibilities

Unit Specific Position Responsibilities

Customer Engagement

Positively collaborates and interacts with customers via phone, instant message, email and in person.

Leads discovery and data gathering during customer touchpoints to facilitate troubleshooting.

Utilizes ITIL framework to prioritize and escalate issues within our ITSM platform

Takes ownership of issues, advocates on behalf of customers, and engages with colleagues to drive resolution of issues.

Dynamically adapts to shifting workflows via the various roles within the service desk.

Communicates effectively with customers throughout the service process to keeping them informed of timing and status, while also validating that we’ve successfully met their expectations.

Documents all work thoroughly in ITSM for future reference.

Troubleshooting and Resolution Duties

Troubleshoots and resolves issues with desktops, laptops, mobile devices, printers, monitors, telephones, and other related equipment used in the medical center.

Troubleshoots and resolves issues with applications.

Provides first call resolution by researching incident remediation options and leveraging our ITSM platform and knowledge bases.

Initiates service calls to hardware and software vendors as needed and takes appropriate action as directed by the vendor.

Moves equipment when requested.

Lifecycle / Deployment

Deploys desktops, laptops, mobile devices, printers, monitors, telephones, and other related equipment used in the medical center.

Images computers and installs applications via our standard deployment platforms.

Replaces equipment adhering to the defined lifecycle schedules and policies.

Maintains and monitors inventories of workstations, laptops, and other devices.

Maintains and monitors inventory of department supplies including patch cables, batteries, replacement printers, and other supplies used by the medical center.

Performs related work as required.

Understands and actively follows all HIPAA/HiTech regulations and policies.

Participates in departmental on-call duties.

Qualifications, Knowledge & Experience

Required Qualifications (Including any licensure, certification, education):

One year education in a computer technician, information technology, or related field; or

One year experience as aService Desk support or computer support technician; or

Any equivalent combination of education and experience.

Organizational Requirements:

Maintain stroke education per regulatory requirements.

Preferred Qualifications:

None Specified

Valid driver’s license and must maintain eligibility for coverage under MGMC liability insurance.

Required Knowledge, Skills & Experience:

In-depth knowledge of Windows desktop operating systems; installation and trouble-shooting.

Ability to diagnose equipment failures, and correct problem or replace equipment.

Ability to answer and trouble-shoot software issues.

Ability to interact with diverse groups of callers in a helpful and positive manner.

Ability to handle multiple requests/needs simultaneously.

Ability to exercise good judgment and discretion, especially when handling confidential information.

Excellent customer service skills.

Working knowledge of HIPAA/HiTech regulations and policies.

Aptitude for technology and excellent computer skills.

Preferred Knowledge, Skills & Experience: