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IT Help Desk Support I - Occasional - Variable
Mohawk Valley Health System
IT, Customer Service
Utica, NY, USA
Posted on Aug 17, 2024
Job Summary
The Help Desk Support Technician I performs both Helpdesk and IT Operations functions as needed in a healthcare system with a 24 hour, 7 days a week coverage requirement. Responsible for evaluating PC and printer troubleshooting, maintenance repair and installation, hardware and software configurations, product documentation, internet/specialty software and completing assigned projects/moves.
Core Job Responsibilities
- Responds to end-user phone, email, or ticket requests for support to resolve basic computer, application, system, device, security access, or performance issues.
- Provides customer support by troubleshooting technical issues with PC & printer hardware, Windows OS and simple network/wiring/wireless issues.
- Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
- Escalates problems to appropriate levels or teams to achieve issue resolution.
- Utilizes ticket database to research, troubleshoot, track and deliver solutions.
- Updates and closes tickets as needed.
- Works through issues and drives them to resolution.
- Prioritizes tickets based on patient care and urgency.
- Responds to end user calls and completes tasks in a timely manner.
- Develops good relationships with customers and management throughout the organization. Communicates clearly and concisely.
- Shares knowledge and skills with other IT support staff to promote a collective knowledge base. Seek out learning opportunities from co-workers.
- Maintains technical skills in line with current industry standards and certifications. Actively participates in continuing education, seminars/conferences, professional societies/journals and networking with other IT professionals to keep current with new developments and technology.
- Is flexible and available to come on-site for on-call duty after hours.
- Perform other duties as required.
Education/Experience Requirements
REQUIRED:
- Associates Degree, or equivalent, and 0-1 year of experience in a computer field or equivalent environment.
- Knowledgeable in computer technology, equipment, hardware and software.
- Ability to communicate effectively over the phone and with written documents.
- Flexibility to work various hours due to the 24 by 7 coverage requirement.
- Ability to type proficiently on a standard computer keyboard.
PREFERRED:
- IT certification or coursework.
- Knowledge of or experience with Epic.
Licensure/Certification Requirements
Disclaimer
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Job Details
Req Id 91761
Department MVHS IT
Shift Variable
Shift Hours Worked 8.00
FTE 0.2
Work Schedule HRLY NON-UNION
Employee Status A7 - Occasional
Union Non-Union
Pay Range $18.00-$29.00 Hourly