Stormont-Vail Healthcare Help Desk Tech 1 in Topeka, Kansas

Summary:

The Help Desk Tech 1 is an entry level technical position responsible for a wide range of customer service and desktop support issues. A Tech 1 will primarily receive work orders from Analysts and Leads. A Tech 1 is dispatched to attend to customer issues all over the hospital and frequently interacts face-to-face with end users at all levels. Tech 1’s are also required to provide phone support as required and are first to be “called back” to the Help Desk to assist in phone duty.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Apply technical expertise to troubleshoot PCs, mobile devices, printers, and peripherals in a timely, professional manner

  • Answers call center phones as required and logs incoming calls/voice messages/e-mails/faxes with detail into the incident management system.

  • Respond to customer requests as needed, whether on hospital grounds or remote clinics.

  • Build, deploy and install hardware & software

  • Maintain a Quality of Service individual score of 90 or above

  • Logs all incoming calls/voice messages/e-mails/faxes with detail into the incident management system.

  • Details assigned tickets with comprehensive actions, next steps, and resolution.

  • Follows all call protocols and troubleshooting procedures documented in the Help Desk Manual

  • Follows all asset & inventory control protocols

  • Demonstrate a professional, courteous demeanor at all times as an ambassador of the Help Desk

  • Administer and support user access/permissions, enterprise and 3rd party applications.

  • Proactive customer communication to keep them informed on issues that did not meet first call resolution, in a timely manner.

  • Knowledgeable of Stormont Vail Health standard hardware equipment, software applications, and supported vendors.

  • An ability and willingness to learn hardware and software products supported within Stormont Vail Health.

  • Prioritize and manage tasks and responsibilities, take initiative and work well in a team environment

    Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

One year IT experience and CompTIA A+ Certification required within 90 days of hire. Microsoft Windows Certification for current supported Operating System must be achieved within 90 days of hire date. College degree in IT related field preferred.