IT Help Desk Technician I - Evening Shift

University Medical Center-posted 9 months ago
Full-time • Entry Level
Lubbock, TX
Hospitals
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The IT Desk Technician I is expected to provide enterprise-level assistance to our customers by diagnosing and troubleshooting software and hardware problems to ensure installation and maintenance of applications and programs. The position operates Monday to Friday from 12:00pm to 9:00pm.

  • Provide telephone and email support to end-users and patients while using AIDET to help manage expectations and ensure consistent communication.
  • Properly escalate unresolved issues within a timely manner, to appropriate internal tiers and teams (e.g. software developers, system and network teams).
  • Maintain an abandoned call rate of less than 5%.
  • Maintain a response and resolution rate for Incidents that meet SLA objectives.
  • Effective usage of the ITSM Tool, including entering and closing calls on a timely basis.
  • Troubleshoot, maintain, and repair PCs, desktop operating systems, mobile devices, and peripherals.
  • Install and troubleshoot hospital supported software.
  • Manage major incidents from start to resolution.
  • Ensure the Major Incident record is updated during major events.
  • Contribute to Knowledge Management improvement by identifying issues that need KB documentation.
  • Perform Data Center walks and checks on a scheduled basis.
  • Monitor vital systems and provide alert notification and management for major warnings and outages.
  • Improve departmental visibility, image, and support function by engaging in regular rounding activities.
  • Look for areas of process improvement and report these items for discussion.
  • High School Diploma or GED.
  • Ability to provide telephone or email support to end users for technical questions or issues.
  • Troubleshoot, maintain, repair, and upgrade PC hardware, mobile devices, and peripherals.
  • Troubleshoot, diagnose, and repair desktop operating systems such as Windows and MAC OS.
  • Install, troubleshoot, diagnose, and repair applications.
  • Ability to configure, troubleshoot, and resolve enterprise-related issues.
  • Assist with maintaining records and technical documentation for essential hardware and software equipment.
  • Self-motivated and can work with minimum supervision.
  • Must maintain professional certifications.
  • Resilience program
  • Emotional support
  • Physical support
  • Spiritual support
  • Financial support
  • Career support
  • Community support
  • On-Site Professional Counselors (EAP)
  • Discounted Pharmacy Cost
  • Cash Retention Bonus
  • Retirement Benefits w/Employer Match
  • PTO & Extended Illness
  • Medical, Dental, & Vision Insurance
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