Associate IT Support Technician

Job Description:
Provides technical support to customers/end users to resolve basic computer software and hardware issues pertaining to the Reduced Sign-on technology.
Resolves issues with known resolutions or triages/escalates the issue to the appropriate group or level for resolution.
Documents issues within Help Desk tracking system.
• Able to work effectively as a team member or individual contributor performing software deployment tasks on the desktop at the customer location.
• Willing and able to follow prescribed procedures according to overall guidance and specific tasks enumerated on a checklist.
• Identifies RSO hardware and software issues, performs minor troubleshooting and resolves basic problems.
• Prioritizes/ triages/escalates more complex problems to the appropriate group or support level.
• Follows established processes and procedures to provide support to customers.
• Documents all issues and follow-up information via the Help Desk tracking system and provides status to customers.
• Utilizes resources such as Knowledge bases, websites and help desk tools to provide solutions to known problems.
• Seeks guidance from team lead before expending a lot of time pursuing independent analysis.
• Demonstrates a consistent sense of urgency and follows up on issues.
• Escalates issues appropriately.
• Keeps management informed of customer problems and resolutions.
• Conducts periodic follow-up calls to ensure customer satisfaction and randomly surveys customers for feedback and satisfaction.
• Demonstrates the ability to quickly and effectively absorb and apply knowledge of the rapidly changing IS environment.
• Gets permission in advance before working any overtime (which is time greater than 40 hours in a work week) if assigned duties appear to require such additional time.
• Other duties as assigned.
Experience:
High School Diploma
6 months desktop support experience, including software installations and problem analysis/resolution.
Basic understanding of reduced sign on.
Experience working in healthcare.
Work schedule/shift:
HOURS WILL BE 8:00 TO 5:00. HOURS MAY NEED TO BE ALTERED SLIGHTLY DEPENDING ON THE DEPLOYMENT TIME.
EEO/M/F/V

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