Service Desk Agent-Associate
About The Position
The Systems Support Technician - Associate is responsible to coordinate, implement, support, maintain and troubleshoot computers, networks, and other devices. Basic familiarity and minimal experience with system support technology. Works on small, defined elements of large projects. Incumbent's ability encompasses a subset of the total knowledge required within the support specialty area, and incumbent is in process of developing remaining skills. Requires additional support and/or training to become fully proficient. This position is overseen by higher lever technical contributors such as the senior and consultant professionals. This position is fully on-site with shifts M - F 8AM - 4:30PM. Prefer candidates with Citrix Workspace and Service Now experience.
Requirements
- Associates degree in computer science field or management of information systems or two years experience in a system support or other computer science / management information system related technical field (hardware support, etc.).
- Degree must be obtained through an accredited institution. Education is verified.
- Valid driver's license. (Position may often require individual to travel between facilities to provide support)
- Demonstrated understanding of troubleshooting principles, methodologies, and issue resolution techniques.
- Demonstrated basic knowledge of applicable data privacy practices and laws.
- Demonstrated basic understanding of networking fundamentals and active directory.
- Demonstrated basic knowledge of industry standard word processing and spreadsheet software.
- Demonstrated basic knowledge of industry standard email systems.
- Must be able to travel to and from various Intermountain facilities. (Position may often require individual to travel between facilities to provide support)
Nice To Haves
- Citrix Workspace and Service Now experience
- CompTIA a Plus, CompTIA Network Plus, Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), Microsoft Certified Desktop Support Technician (MCDST)
- Strong written and oral communication skills.
- Ability to present ideas in user-friendly language.
- Self motivated and directed.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong customer service orientation.
- Experience in a Healthcare environment.
- Keen attention to detail.
Responsibilities
- Under the direction of other team members, performs onsite analysis, diagnosis, and resolution of information technology problems (computers, networks, IP phones, wireless, printers, scanners, etc.), and recommends and implements corrective solutions. Assists other teams to resolve issues.
- Under the direction of other team members, installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels.
- Assists in resolution of service desk incidents and documents requests in a timely manner as specified by approved Operational Level Agreements and Service Level Agreements.
- Under the directon of other team members, participates in completing projects following enterprise standards. Assists in ensuring that key stakeholders both inside and outside of Information Systems are updated on project status, issues, barriers, etc.
- Assists in maintaining critical support documentation in the enterprise defined knowledge repository.
- Assists in the implementation of enterprise defined security policies (hardware and software) and assists in the monitoring of compliance for users, systems and devices.
Benefits
- Generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
- PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
