Digital Information Systems Help Desk Technician

Grand River Health Main Campus•Rifle, CO

68d•Onsite

About The Position

The Help Desk Technician’s role is to provide customer support and technical assistance to customers who are using software, hardware or other computer systems and need help completing a business task or troubleshooting problems through diagnostic tests. Support and Technical assistance can be provided by telephone, chat, email, ticket, remote access to their computers or hands-on help in person. Identifies and learns appropriate software and hardware used and supported by Grand River Hospital District (GRHD). Tasks include fielding incoming requests from customers by telephone, email or the ticketing system in a professional and courteous manner. Main area of ticket responsibility includes routine issues (e.g. password resets, create new network users accounts, updates users network access, creates email distribution lists, installs or move workstations, printers, copiers, scanners, telephones, and hardware repairs). Documents all pertinent customer identification information including name, department, phone number and the nature of the problem or issue. Documents help desk problem solving processes and activities in ticket. Performs post-resolution follow-ups. Participates in maintaining equipment inventory and asset tagging GRH’s equipment. Install desktop software applications as needed. Create or maintain desktop Image. Apply Microsoft patches, Antivirus and SafeEnd protection to the workstations. Prioritizes and escalates problems to the appropriate technician as necessary.

Requirements

Familiarity with Windows and MAC operating systems.

Nice To Haves

Associate’s degree in computer science or related field preferred.
0–2 years of professional experience in a similar role preferred.
Experience in the healthcare industry is preferred.
Some application support experience, including virus protection and remediation of infected workstations, preferred.
Hardware troubleshooting experience preferred.
On-call response required within one hour.

Responsibilities

Provide customer support and technical assistance to customers using software, hardware, or other computer systems.
Troubleshoot problems through diagnostic tests.
Provide support via telephone, chat, email, ticket, remote access, or in-person.
Identify and learn appropriate software and hardware used and supported by Grand River Hospital District (GRHD).
Field incoming requests from customers by telephone, email, or the ticketing system.
Handle routine issues such as password resets, creating new network user accounts, updating user network access, creating email distribution lists, installing or moving workstations, printers, copiers, scanners, telephones, and hardware repairs.
Document all pertinent customer identification information, including name, department, phone number, and the nature of the problem or issue.
Document help desk problem-solving processes and activities in tickets.
Perform post-resolution follow-ups.
Participate in maintaining equipment inventory and asset tagging GRH’s equipment.
Install desktop software applications as needed.
Create or maintain desktop images.
Apply Microsoft patches, Antivirus, and SafeEnd protection to workstations.
Prioritize and escalate problems to the appropriate technician as necessary.