Onsite 5 days a week working an 8 - 5 shift.

 

Job Description
JOB SUMMARY

Works under the supervision of the Business Operations and Helpdesk Manager.  Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization; analyzing calls to develop an understanding of the nature, importance and urgency of the problem; accurately documenting calls and/or service requests in a problem-tracking database system; personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an Incident Management application to ensure solutions are arrived at in a timely manner; and follow-up with users to ensure their satisfaction with the quality and timeliness of service provided. Responsibilities also include the Computer Operations tasks necessary to ensure system availability and data integrity for many business critical systems and applications. This position requires a technical aptitude, experience with a wide range of PC and network-based information systems and excellent problem-solving skills to interpret user-reported problems and assign responsibility for resolving those problems to the most appropriate technical support resources.  Excellent communications skills, both oral and written, are necessary to work effectively with computer users and with I.T. staff and vendors, as the job entails communicating throughout the day with people who have varied levels of understanding and skills relating to I.T. functions.  The Help Desk Support I incumbent will provide and promote superior customer service at all times.

PRIMARY JOB DUTIES

1. Answers all Helpdesk calls and logs the call completely (detailed problem description) into an Incident Management application.
2. 90% of workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests. 
3. Ensures customer contact information is current in Incident Management application.
4. Provides answers to simple frequently asked questions.
5. Updates and maintains knowledgebase as needed.
6. Analyzes and resolves call remotely if possible.
7. Triages the call and gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unable to resolve.
8. Manages the problem/request by escalating according to procedure, following up with support staff, logging the resolution, confirming customer satisfaction and closing the call.
9. Receives call or request, logs, resolves, escalates and closes call or service request meeting departmental guidelines.
10. Monitors Helpdesk email hourly as defined in departmental Policies and Procedures.
11. Monitors Helpdesk voicemail hourly as defined in departmental Policies and Procedures.
12. Recommends and participates in the implementation of changes to policies, procedures, protocols and PC standards as needed to improve efficiency and cost effectiveness of PC operation within the organization.
13. Manages end-user desktop remotely.
14. Maintains asset management database according to department policy for all I.T. maintained hardware.
15. Assist with change practices for desktop software and hardware including evaluation, testing and implementation of new or upgraded software and hardware.
16. Occasional work in field (end-user community) for common maintenance such as replacing phone cords, clearing printer errors, disconnecting/reconnecting equipment, etc.
17. Monitors the applications, systems, Interfaces, networks and computer room equipment for errors or potential problems.
18. Monitors and permits access to computer room facilities, systems and applications including user rights administration following defined security guidelines.
19. Completes a Helpdesk Daily Checklist
20. Educates end-users as needed.
21. Attends scheduled department meetings.
22. Develops and maintains an adequate working knowledge of mini-computer, network and PC systems, and software applications necessary to provide superior service to our clients.
23. Interacts with all levels of staff and management necessary to properly execute the responsibilities of this position.
24. Performs other duties as required.

                                                 JOB SPECIFICATIONS

 1.   Education:  An Associate’s degree in Computer Science or 4 years of equivalent work experience.  May substitute 2 years of experience in NorthBay in an IT assistant role, performing the same job duties as Helpdesk Level I without assistance.
2.    Experience:  At least two years’ experience working on PC's, networking, Computer Operations or Help Desk support as well as proven Customer Service skills.  Demonstrat­ed ability in these areas a must.
 4.   Skills:  Strong customer service, technical, analytical and organizational skills.  Ability to organize, prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner. 
 5.   Interpersonal Skills: Demonstrates our values. Our values are a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work with us.  Principles consist of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence. 

• Demonstrates a commitment to service excellence including, but not limited to professionalism, customer focus, compassion, strong listening skills and a warm demeanor. Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others.  Is extremely open to learning new things and teaming with others in a collaborative environment.  Proven track record of conducting him/herself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment.
•     Able to communicate effectively both written and verbally with all organization employees and outside vendors while promoting superior customer service.  Must present a professional image at all times.

 6.         Standards of Performance: Demonstrate performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality.
7.         Physical Effort: Attendance is an essential function of the job.  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some physical effort required such as lifting and moving personal computers and printers.
 7.   Hours of Work: Normally works an eight-hour day.  Must be flexible to work different shifts or longer hours to meet staffing needs.
 8.   Other:  Ability to work under pressure with speed and accuracy.