(HCTA)-Helpdesk Coordinator/Tech

Birmingham Water Works-posted 7 months ago

Full-time

Birmingham, AL

Utilities

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The Helpdesk Coordinator/Tech serves as the first point of contact for staff seeking technical support regarding all IT Requests for Service. This includes addressing problems, modifications to existing programs/reports/systems, and requests for new services. The role encompasses all IT-related functionality, including software/applications used across the company, personal computers, server systems, network communications, vehicle tracking GPS, VOIP systems, and managing end-user account access and Fleet Management program support.

Diagnose and resolve technical issues via first-call resolution on all incoming requests or tickets.
Monitor an online Help Desk software tool to respond quickly and effectively to requests received.
Create detailed requests and tickets for users calling on the phone, radio, chat, or walking into the environment.
Determine the priority of all created tickets and requests.
Respond to inquiries and requests for assistance with the organization's computer systems, PCs, telephones, and mobility equipment.
Maintain a detailed inventory of computer parts related to the desktop environment.
Maintain a broad understanding of various types of hardware & software applications.
Solicit vendors for quotes on various software and hardware.
Maintain a detailed database of all client-assigned computer devices for the organization.
Perform detailed retirement tasks for all identified computer devices.
Enter commands and observe system functioning to verify correct operation and detect errors.
Route IT Requests for Service to the appropriate area.
Provide exceptional customer service regarding phone calls and emails.
Collaborate with other members of the IT department to resolve technical issues.
Provide status on the disposition of requests and document resolutions for future reference.
Create and maintain detailed technical manuals and instructions for new and updated software and hardware.
Initiate and track warranty and repair work on various hardware with vendors.
Access hardware and software remotely for clients to make changes and fix problems.
Provide reports/information on the GPS from managers/supervisors.
Set up and configure company mobile phone devices.
Maintain and protect sensitive and private information by keeping employee records confidential in accordance with HIPAA, local, state, and federal laws, and regulations.
Ensure that PHI/ePHI of employees, plan participants, patients, and other assigned individuals are maintained and transmitted securely and legally.
Perform all work safely in accordance with established safety policies and procedures.
Comply with all safety and health standards and guidelines issued by management.
Perform other duties as assigned.

Associate degree in computer technology, business-related field, or equivalent combination of education and experience required.
Valid Driver's License required.
One (1) year of experience with Microsoft desktop environment and knowledge of desktop business software (i.e., Microsoft Word and Excel) required.
Advanced knowledge of company-supported applications.
Excellent interpersonal, teamwork and customer service skills.
Experience working with Helpdesk or call center software for supporting end users.
Ability to learn, follow instructions and support new applications.
Experience with the principles and processes for providing customer service.
Experience with inventory preferred.

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