IT Service Desktop Technician I

The Menninger Clinic•Houston, TX

2d•Onsite

About The Position

This role involves providing comprehensive IT support to customers, including troubleshooting hardware and software issues, managing user accounts, and provisioning IT resources for new hires. The technician will be responsible for documenting all interactions and resolutions accurately within the service desk system, ensuring timely and effective service delivery in accordance with service level targets. The position also includes installation, testing, repair, and upgrading of network cabling infrastructure.

Requirements

High School Diploma
6 months or more experience in desktop, mobile computing and/or network, including problem analysis/resolution, and installation.
Strong knowledge and experience of network server installation/maintenance, microcomputer hardware/software support, switch configuration, WAN management and PBX Telephony.

Nice To Haves

Bachelor’s degree in MIS, CS or related field
CompTIA A+
CompTIA Network+
CompTIA Security+
Cisco Certified Entry Networking Technician (CCENT)
Microsoft Certified Solutions Associate (MCSA)
ITIL V3 Foundations (IT Service Management)
VMware Certified Associate (VCA)
Help Desk Institute Customer Service Representative (HDI-CSR)
Experience with supporting two or more data or voice networking products (switches, PBX, and wireless)
Data center and server management experience preferred.
Healthcare experience preferred.

Responsibilities

Work with customers for all calls, emails, and walk up requests; clearly, thoroughly and accurately document all pertinent information, including full details of the nature of the problem or request, categorization, prioritization and callers’ correct information.
Resolve incidents and service requests where possible and practical.
Follow up with service providers and internal escalation points to ensure effective and timely resolution in accordance with service level targets.
Provide installation and support services for all hardware and software, Windows computers, Macintosh computers, mobile devices, network equipment, telephones, televisions, AV equipment, printers, scanners, fax machines, etc.
Assist with small office moves; primarily computer and telephone system disconnects/reconnects.
Set-up, install and troubleshoot supported computer platforms, software applications and perform basic diagnostics including but not limited to connectivity, printing, scanning and network share access issues.
Create, maintain and disable user accounts and groups across email, proprietary software and phone systems including requests for password resets, hardware diagnostics, desktop releases and updates across peripherals.
Provision IT resources for new hires including setup, breakdown and configuration of workstations as well as working with HR and Supervisor of Technical Support Services during employee onboarding and off-boarding processes.
Fully document all relevant information including the impact to the customer, problem symptoms and status information in a timely fashion, and assign appropriate priority in the service desk system.
Resolve as many incidents and requests as possible without reassignment/escalation and within service desk time parameters, using documented procedures, and available tools.
Maintain skills as technology and implementations evolve and as Menninger Clinic adds and expands its service offerings.
Install, test, repair, and upgrade network cabling and connectors infrastructure (copper, fiber, and others) for data networks inside offices, within buildings, between buildings, and at remote sites; document accurately all changes.
Manage vendors to complete cabling work.