Help Desk Tech 1 - Information Systems - FT - Evening

Stormont Vail Health-posted 1 day ago
Full-time • Entry Level
Onsite • Topeka, KS
5,001-10,000 employees
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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 the Helpdesk Call Center. A Tech 1 attends to customer issues throughout the organization and frequently interacts face-to-face with end users at all levels. Tech 1's are required to assist the Helpdesk Call Center in phone duty during times of high call volume or as needed.

  • Apply technical expertise to troubleshoot PCs, mobile devices, printers, and peripherals in a timely, professional manner.
  • Follows all call protocols and troubleshooting procedures documented in the Help Desk Manual.
  • Answers call center phones as required and logs incoming calls/voice messages/e-mails/faxes with detail into the incident management system.
  • Logs all 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.
  • Details assigned tickets with comprehensive actions, next steps, and resolution.
  • Follows all asset & inventory control protocols.
  • 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.
  • Prioritize and manage tasks and responsibilities, take initiative and work well in a team environment.
  • Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
  • Performs other duties as assigned
  • Demonstrate a professional, courteous demeanor at all times as an ambassador of the Help Desk. (Required proficiency)
  • Knowledgeable of Stormont-Vail HealthCare standard hardware equipment, software applications, and supported vendors. (Required proficiency)
  • An ability and willingness to learn hardware and software products supported within Stormont-Vail HealthCare. (Required proficiency)
  • Drivers License - DMV Current Valid Driver’s License and Clean MVR with 3-year baseline and annual MVR review.
  • Bachelor's Degree Information technology or a related degree.
  • 1 year IT experience and CompTIA A+ Certification.
  • Microsoft Windows Certification for current supported Operating System.
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