Help Desk Technician II

Carilion Services•Roanoke, VA

21d•Onsite

About The Position

Provides initial employee advanced support for technical inquiries received via phone, email, and messaging applications. Responds to and diagnoses advanced problems through discussion with users, which includes trouble shooting and resolving issue or incident escalation. Quickly identifies client issues and utilizes existing knowledge, tools, and resources to resolve client issues during first contact. Handles escalated problems, handling time sensitive and high level issues. Troubleshoots software and hardware issues on laptops, desktops, tablets, and/or smartphones. Resolves support requests with a high degree of customer service. Assists with “how to” questions to educate clients while providing support as needed. Submits knowledgebase articles for review. Assesses the nature of the call, resolves Level 1 issues, and escalates to the appropriate work groups, when necessary. Documents all client, vendor, and team contacts in ticketing system. Logs support tickets in Carilion’s IT Service Management System. Monitors network operations including troubleshooting, opening Verizon support tickets, and notifying key stakeholders. Mentors others by assisting with questions in Microsoft Teams chat, shadows new hires and provides constructive feedback. Interacts with clients, vendors, and multiple teams via phone calls, emails, and Microsoft Teams to provide resolution to problems and other requests as necessary. Provides effective and timely resolution of users’ problems, queries. Consistently deliver the best in customer service and patient care. As a team member, demonstrate respect, dignity, kindness, and empathy in each encounter with patients, families, visitors, and other employees. Champion Carilion's mission, vision, and values; comply with the policies and procedures, ethical standards and code of conduct set forth by the company.

Requirements

Associate degree or two industry certifications
2 years experience
Intermediate to advanced knowledge of LAN/WAN, Active Directory, mobile devices (Apple and Android), Microsoft Operating Systems, Microsoft Office 365 applications
Familiar with MacOS.
Ability to understand and follow specific knowledge documents and procedures, learn new tools, programs, and technical skills, strong documentation, critical thinking.
Requires a minimum of 15 hours of continuing education hours per year to maintain current knowledge of relevant product offerings and methods of support delivery, to provide technically accurate solutions to customers.

Nice To Haves

Prefers one of the following: CompTIA A+, CompTIA Network+, CompTIA Security+, Epic Proficiency in any module, any Microsoft certification, associate degree with IT emphasis, or Help Desk certification from HDI.

Responsibilities

Provides initial employee advanced support for technical inquiries received via phone, email, and messaging applications.
Responds to and diagnoses advanced problems through discussion with users, which includes trouble shooting and resolving issue or incident escalation.
Quickly identifies client issues and utilizes existing knowledge, tools, and resources to resolve client issues during first contact.
Handles escalated problems, handling time sensitive and high level issues.
Troubleshoots software and hardware issues on laptops, desktops, tablets, and/or smartphones.
Resolves support requests with a high degree of customer service.
Assists with “how to” questions to educate clients while providing support as needed.
Submits knowledgebase articles for review.
Assesses the nature of the call, resolves Level 1 issues, and escalates to the appropriate work groups, when necessary.
Documents all client, vendor, and team contacts in ticketing system.
Logs support tickets in Carilion’s IT Service Management System.
Monitors network operations including troubleshooting, opening Verizon support tickets, and notifying key stakeholders.
Mentors others by assisting with questions in Microsoft Teams chat, shadows new hires and provides constructive feedback.
Interacts with clients, vendors, and multiple teams via phone calls, emails, and Microsoft Teams to provide resolution to problems and other requests as necessary.
Provides effective and timely resolution of users’ problems, queries.
Consistently deliver the best in customer service and patient care.
As a team member, demonstrate respect, dignity, kindness, and empathy in each encounter with patients, families, visitors, and other employees.
Champion Carilion's mission, vision, and values; comply with the policies and procedures, ethical standards and code of conduct set forth by the company.