Help Desk Support 1

Community Hospice & Health Services•McHenry, CA

3h•$25 - $25•Onsite

About The Position

Help Desk Support employees are responsible for maintaining open phone support to all employees within CHHS and its managed corporations. Problems dealing with, but not limited to, technical, network, programming, PBX, and software issues are first handled through the Track-It work order software and then through phone support. If the problem is not fixed, then Help Desk may send technicians to solve the problem on site. Prioritizing concerns in order of importance and expediting technicians is a responsibility of the Help Desk. Help Desk is also responsible for maintaining hardware and software inventory.

Requirements

Must possess a high school diploma or GED; Associates or bachelor’s degree preferred.
Position requires strong computer hardware and software knowledge. Must be able to quickly and correctly address all problems dealing with hardware and software installation use and problem solving. Strong interpersonal skills are necessary in dealing with incoming phone calls to present a professional and courteous attitude towards users. Good processing, organizing, and expediting skills are necessary in order to correctly address and solve problems.

Nice To Haves

Specialized certifications from organizations like CompTIA or vendors like Microsoft preferred.

Responsibilities

Logs into Track-It work order system to receives and administer all open, due, and overdue work orders.
Prioritizes calls and work orders in order of importance. Assigns or escalates to the appropriate technician with information regarding the specific calls, including location of the call and a summary of the problem.
Monitors work orders in all Technician queues for timely resolution.
Receives resolutions of problems corrected and/or resolved by support technician.
Issues closing reports for all support problems that have been corrected and/or resolved.
Reviews and verifies with user that the system is up and running correctly.
Organizes and maintains a software library by keeping a current database of all software currently being used by the organization.
Receives Projects Requests as assigned by Director of IT to deploy resources to end users, process new hires or term requests.
Registers deployed hardware and software by issuing a “User Agreement Policy” and updating inventory accordingly.
Programs access badges for users at multiple locations.
Receives equipment delivers and notifies appropriate technician of equipment arrival for installation.
Maintains and updates inventories for all equipment.
Keeps employees informed of all issues regarding hardware and software, including problems, changes being made, new program installations, etc.
Distributes computer systems, monitors, printers, cellular devices, iPads, software, PBX system, and telephones.
Work with network and telephone wiring.
Works well with vendors and build and maintain a positive, professional good relationship.
Works and behaves in a courteous manner to present company policies and image in a professional and proper manner.
Follows all organizational policies and procedures including, but not limited to, safety, infection control, privacy and confidentiality.