Help Desk Technician II

Carilion Clinic-posted about 1 year ago
Full-time
Roanoke, VA
Hospitals
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The position involves providing advanced technical support to employees at Carilion Clinic, addressing inquiries received through various communication channels. The role focuses on diagnosing and resolving complex issues, ensuring high-quality customer service, and mentoring new hires. It requires a proactive approach to troubleshooting software and hardware problems across multiple devices, while also documenting interactions and maintaining knowledgebase articles.

  • Provide initial advanced support for technical inquiries via phone, email, and messaging applications.
  • Diagnose advanced problems through discussions with users and troubleshoot issues.
  • Resolve client issues during first contact and handle escalated problems.
  • Troubleshoot software and hardware issues on laptops, desktops, tablets, and smartphones.
  • Assist clients with how-to questions while providing necessary support.
  • Submit knowledgebase articles for review and documentation.
  • Assess the nature of calls, resolve Level 1 issues, and escalate as necessary.
  • Document all client, vendor, and team contacts in the ticketing system.
  • Log support tickets in Carilion's IT Service Management System.
  • Monitor network operations, troubleshoot, and open support tickets as needed.
  • Mentor others by assisting with questions and providing constructive feedback.
  • Interact with clients, vendors, and teams to resolve problems and requests.
  • Associate degree or two industry certifications.
  • 2 years of relevant experience.
  • Preferred certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, Epic Proficiency, Microsoft certification, or Help Desk certification from HDI.
  • Minimum of 15 hours of continuing education per year to maintain knowledge of relevant products and support methods.
  • Intermediate to advanced knowledge of LAN/WAN, Active Directory, mobile devices, Microsoft Operating Systems, and Microsoft Office 365 applications.
  • Familiarity with MacOS.
  • Ability to understand and follow specific knowledge documents and procedures.
  • Strong documentation skills.
  • Critical thinking abilities.
  • Ability to learn new tools and technical skills.
  • Full-time employment status with flexible shift options.
  • Opportunities for continuing education and professional development.
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