Catholic Medical Center
Service Desk Technician II
Catholic Medical Center, Manchester, New Hampshire, us, 03103
POSITION SUMMARY:
Applies understanding and knowledge of information systems, products, and services to assist end users with hardware/software technology issues. Provides phone support with superior customer service, responds to end user questions, as well as diagnoses, resolves, and triages information system service requests as required. Coordinates referrals to appropriate other technical, professional or service personnel for services, and escalation as appropriate within established Service Level Agreements.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Under the general direction of the Director, IS Systems & Applications and the direct supervision of the Service Desk Manager and within established policies and procedures, the Service Desk Technician performs the following functions:
1.Displays proven troubleshooting, customer service, and communication skills to help diagnose, triage, and resolve issues in a timely and efficient manner.
2.Provides telephone, mobile messenger, web-based, and remote support to end users.
3.Creates/resolves service support tickets in the IT Service Management software, per department guidelines and Service Level Agreements.
4.Assists end users with advice and guidance for technical issues.
5.Manages end user accounts through Active Directory.
6.Coordinates printer support with third party support vendors.
7.Performs backup of data files and programs. Maintains the backup media tape library.
8.Monitors the progress of jobs executing on the host platforms.
9.Monitors Interface Console for consistent transmission of data between information systems.
10.Audits internal procedure documentation to ensure all documentation is current.
11.Provides back-up for other Service Desk staff during time off. Maintains knowledge of procedures for all shifts and functions.
12.Participates in the Information Systems Group on-call schedules.
13.Participates in an appropriate role in disasters, fire drills, fires and other emergency situations.
14.Completes assigned trainings in a timely manner.
15.Exercises care in the operation and use of equipment and reference materials. Performs routine cleaning and preventative maintenance to ensure continued functioning of equipment. Maintains work area in a clean, safe and organized manner.
16.Performs similar or related duties as requested or directed.
Qualifications
Experience and Education:
For each of the levels, specific years of experience is required in the following areas:
•Must possess experience with Microsoft Windows, PC/Printer proficiency, Active Directory Account Administration, and some WAN/LAN knowledge.
Level I:
•0-1 years' experience in the Service Desk/Customer Service discipline and in an operations environment, Associates degree in Computer Science preferred. Able to log call activity and can manage simple hardware, software, or network problems which are easily resolved in five minutes or less, recognizes when to escalate calls to next level of support.
Level II:
•1-3 years' experience in the Service Desk/Customer Service discipline and in an operations environment, Associates degree in Computer Science or experience equivalent to and/or professional certification. Able to resolve complex issues requiring detailed systems and applications knowledge. Uses good judgment in triaging issues that cannot be resolved via telephone and may require on-site visit or next level of support. Able to mentor other Service Desk personnel on hardware and software problem analysis and resolution.
Level III :
•4+ years' experience in the Service Desk/Customer Service discipline and in an operations environment, Bachelor's degree in Computer Science or experience equivalent to and/or professional certification. Able to research and resolve the more difficult and complex issues that the other Service Desk Levels were unable to resolve. Can Analyze and identify trends in issue reporting and devises preventative solutions. Able to mentor other Service Desk personnel on hardware and software problem analysis and resolution. Provides project management support for special projects.
Licensure/Certification:
CompTIA A+ preferred
Applies understanding and knowledge of information systems, products, and services to assist end users with hardware/software technology issues. Provides phone support with superior customer service, responds to end user questions, as well as diagnoses, resolves, and triages information system service requests as required. Coordinates referrals to appropriate other technical, professional or service personnel for services, and escalation as appropriate within established Service Level Agreements.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Under the general direction of the Director, IS Systems & Applications and the direct supervision of the Service Desk Manager and within established policies and procedures, the Service Desk Technician performs the following functions:
1.Displays proven troubleshooting, customer service, and communication skills to help diagnose, triage, and resolve issues in a timely and efficient manner.
2.Provides telephone, mobile messenger, web-based, and remote support to end users.
3.Creates/resolves service support tickets in the IT Service Management software, per department guidelines and Service Level Agreements.
4.Assists end users with advice and guidance for technical issues.
5.Manages end user accounts through Active Directory.
6.Coordinates printer support with third party support vendors.
7.Performs backup of data files and programs. Maintains the backup media tape library.
8.Monitors the progress of jobs executing on the host platforms.
9.Monitors Interface Console for consistent transmission of data between information systems.
10.Audits internal procedure documentation to ensure all documentation is current.
11.Provides back-up for other Service Desk staff during time off. Maintains knowledge of procedures for all shifts and functions.
12.Participates in the Information Systems Group on-call schedules.
13.Participates in an appropriate role in disasters, fire drills, fires and other emergency situations.
14.Completes assigned trainings in a timely manner.
15.Exercises care in the operation and use of equipment and reference materials. Performs routine cleaning and preventative maintenance to ensure continued functioning of equipment. Maintains work area in a clean, safe and organized manner.
16.Performs similar or related duties as requested or directed.
Qualifications
Experience and Education:
For each of the levels, specific years of experience is required in the following areas:
•Must possess experience with Microsoft Windows, PC/Printer proficiency, Active Directory Account Administration, and some WAN/LAN knowledge.
Level I:
•0-1 years' experience in the Service Desk/Customer Service discipline and in an operations environment, Associates degree in Computer Science preferred. Able to log call activity and can manage simple hardware, software, or network problems which are easily resolved in five minutes or less, recognizes when to escalate calls to next level of support.
Level II:
•1-3 years' experience in the Service Desk/Customer Service discipline and in an operations environment, Associates degree in Computer Science or experience equivalent to and/or professional certification. Able to resolve complex issues requiring detailed systems and applications knowledge. Uses good judgment in triaging issues that cannot be resolved via telephone and may require on-site visit or next level of support. Able to mentor other Service Desk personnel on hardware and software problem analysis and resolution.
Level III :
•4+ years' experience in the Service Desk/Customer Service discipline and in an operations environment, Bachelor's degree in Computer Science or experience equivalent to and/or professional certification. Able to research and resolve the more difficult and complex issues that the other Service Desk Levels were unable to resolve. Can Analyze and identify trends in issue reporting and devises preventative solutions. Able to mentor other Service Desk personnel on hardware and software problem analysis and resolution. Provides project management support for special projects.
Licensure/Certification:
CompTIA A+ preferred