Information Tech Assistant (Per Diem)

NorthBay Health • Fairfield, CA

9d

About The Position

At NorthBay Health, the IT Assistant is responsible for monitoring computer
application processes, performing specific tasks in relation to the support of
the I.T. Helpdesk and escalating problems to ensure the availability and
reliability of the organization’s information systems. The incumbent also
assists Helpdesk Support 1 answering calls from customers and performs other
related duties as assigned.

Responsibilities

• Monitors and executes application processes.
• Answers all Helpdesk calls and logs the call completely (detailed problem description) into an Incident Management application.
• 90% of workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests.
• Ensures customer contact information is current in Incident Management application.
• Provides answers to simple frequently asked questions.
• Triages the call and gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unable to resolve.
• Escalates technical problems to management, vendors, support staff and clients.
• Performs data-entry and other clerical tasks as required.
• Performs various tasks at the direction of management in support of the Helpdesk.
• Receives call or request, logs, resolves, escalates and closes call or service request meeting departmental guidelines.
• Monitors Helpdesk email hourly as defined in departmental Policies and Procedures.
• Monitors Helpdesk voicemail hourly as defined in departmental Policies and Procedures.
• Educates end-users as needed.
• Attends scheduled department meetings.
• Other Duties as assigned

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed