IT Help Desk Technician - Associate_ Division of Information Systems

University of Mississippi Medical Center • Jackson, MS

4h • Onsite

About The Position

Provides first tier technical assistance and problem resolution to UMMC IT device users. Receives, processes, and documents technical inquiries from UMMC user base. Participates in a robust team environment.

Requirements

• Degree (Associate's or Bachelor's)
• Strong, positive, and professional interpersonal skills to interact with a wide range of constituencies.
• Strong verbal and written communication skills.
• Ability to analyze and synthesize information, determine solutions, and evaluate the usefulness of a solution.
• Ability to work independently in a 24x7x365 robust team environment.
• Ability to comprehend and apply knowledge to new or changing situations.
• Proficiency in Microsoft office suite of products.

Responsibilities

• Actively participates in rotating call phone system, team email account, end user self-service ticket creation and other methods of UMMC customer communication of technical issues and requests.
• Thoroughly documents or modifies customer documentation in ticketing software to successfully convey the problem or request. Uses provided guidelines.
• Appropriately determines and documents the urgency of the customer's inquiry.
• Utilizes remote support software to further define the details of problems, providing screen shots and/or other pertinent information for further troubleshooting by upper level support teams.
• Provides resolution or routes problem or request to appropriate technical support team.
• Participates in special projects as directed by the department manager.
• Provides input into all team documentation to ensure accuracy and appropriate updates.
• Recognizes and reports problem trends to leadership based on incoming customer communications.
• The duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive. Management retains the right to add or change duties at any time.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees