Help Desk IT Support (remote)

Summary

*****Local Candidates Only in Maryland (need to be available for a first day meeting before it goes remote)********

Under direct supervision, provide customer service support, interacting with staff in a professional manner while providing excellent customer service as the highest priority responding to and resolving or escalating requests.

Responsibilities

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Provides a timely response to standard service requests. Provides first level problem analysis. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments. Resolves or escalates service requests when necessary.
• Uses Helpdesk Call Tracking application to log all service and update requests accurately and well detailed. Collects data from customers to aid problem determination/resolution of request. Provides on-going follow up to customers until resolution of issue.
• Assists customers to identify and specify the nature of the request or problem. Troubleshoots standard issues and assists customers with various systems issues including Novell, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers.
• Assists IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
• Monitors CIH Interface page and provides appropriate support.
• Assists with the preparation and distribution of Emergency Downtime Communications. Maintains distribution lists.
• Notifies appropriate IT Tiered support teams for mission critical issues and adheres to department escalation policy.
• Assists in collection and analysis of real time trending information.

Education and Experience

• Recent College Graduate highly preferred
• Work experience in customer service and/or information technology preferred.

Knowledge, Skills and Abilities

• Basic knowledge and understanding of how technology can be applied to provide standard system support.
• Basic knowledge of PC hardware and peripherals associated with applications.
• Effective communication skills, ability to read and follow instructions accurately, timely and effectively.
• Excellent customer service skills and the ability to work with all levels within the organization and working within a team.
• Ability to perform daily work activities of the position assuring prompt and effective response to customer needs.
• Basic analysis and problem solving skills to assess the customer needs and determine appropriate solutions.
• Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.