Service Desk Support Specialist

Silver Cross Hospital is an extraordinary place to work. We're known for our culture of excellence and delivery of unrivaled experiences for our patients, their families, the communities we serve…and for each other. Come join us! It's the way you want to be treated.

Position Title: Service Desk Support Specialist

Position Summary: Serves as first level of support for end users. Provides support with computers, access, equipment, and/or software. Identifies, researches and resolves technical problems of moderate complexity. Responds to telephone, email and Track-IT requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Additionally, may coordinate with other teams or departments to resolve user problems. All duties should be performed in a manner that promotes teamwork and reflects the mission and culture of Silver Cross Hospital.

Essential Duties and Responsibilities:

• Ability to troubleshoot hardware/software malfunctions over the phone and email including the use of remote desktop sharing application.
• Responsible for resetting and updating user account and application passwords.
• Troubleshoots email issues and escalates as necessary.
• Monitors multiple technologies to ensure proper working order. Escalates and reports any issues to the team.
• Generating, distributing, and communicating different reports for different departments.
• Evaluating, reviewing, and updating documentations as a needed basis.
• Coordinate, contribute, and communicate with the team for all reported issues.

Education and Training:

• High School Graduate or equivalent required.
• Ability to think and problem solve technical issues independently.
• Detailed oriented.
• Excellent customer service skills.
• Preferred: 1-2 years of Service Desk experienced; some college courses.

Work Shift Details:

Nights, Full-time nights 11pm-7:30am

Department:

COMPUTER OPERATIONS