Helpdesk Support

TekWissen•Fairfield, CA

4d•Onsite

About The Position

The Helpdesk Support I works under the supervision of the Business Operations and Manager, providing customer-focused technical support to computer users in a healthcare organization. The role responds to incoming calls, email, and self-service requests; assesses the nature and urgency of reported problems; documents requests in an Incident Management application; resolves issues remotely when possible; and routes or escalates unresolved issues to appropriate support staff or vendors. The incumbent follows up with users, records resolutions, confirms satisfaction, and closes requests according to departmental guidelines. The position also supports computer operations to help ensure system availability and data integrity for business-critical systems and applications. Additional work includes monitoring systems and equipment, maintaining hardware asset records and knowledgebase content, assisting with desktop hardware and software changes, and occasional field support for common equipment maintenance. The role requires strong customer service, communication, analytical, organizational, and problem-solving skills, as well as the ability to work effectively with users and technical staff with varied levels of IT knowledge.

Requirements

Associate's degree in Computer Science, or four years of equivalent work experience, or two years of experience with the client in an IT assistant role performing the same Helpdesk Level I duties without assistance.
Strong customer service, technical, analytical, and organizational skills.
Ability to organize, prioritize, and manage multiple tasks under pressure while maintaining a positive and professional manner.
Commitment to service excellence, including professionalism, customer focus, compassion, strong listening skills, and a warm demeanor.
Demonstrates empathy, optimism, resourcefulness, and cultural competency in interactions with others.
Openness to learning new things and working collaboratively with others.
Ability to work under pressure with speed and accuracy.
Understanding of the unique complexities and challenges of the healthcare environment.
Technical aptitude and experience with a wide range of PC and network-based information systems.
Excellent oral and written communication skills.
Problem-solving skills to interpret user-reported problems and assign responsibility to appropriate technical support resources.

Responsibilities

Answer Helpdesk calls and fully document each call, including a detailed problem description, in the Incident Management application.
Receive and create trouble tickets from Helpdesk emails and monitor self-service requests.
Keep customer contact information current in the Incident Management application.
Answer simple frequently asked questions and update the knowledgebase as needed.
Analyze and resolve calls remotely when possible; otherwise triage, provide a ticket number, and route the request to appropriate support staff.
Manage requests through escalation, follow-up with support staff, resolution logging, customer satisfaction confirmation, and closure.
Monitor Helpdesk email and voicemail hourly according to departmental policies and procedures.
Perform computer operations tasks that support system availability and data integrity for business-critical systems and applications.
Monitor applications, systems, interfaces, networks, and computer room equipment for errors or potential problems.
Maintain the asset management database for all IT-maintained hardware according to department policy.
Assist with desktop software and hardware change practices, including evaluation, testing, and implementation of new or upgraded items.
Recommend and participate in changes to policies, procedures, protocols, and PC standards to improve efficiency and cost effectiveness.
Provide occasional field support for common maintenance, such as replacing phone cords, clearing printer errors, and disconnecting or reconnecting equipment.
Promote superior customer service and communicate effectively with computer users, IT staff, and vendors.