Service Desk Tech I

The University of Kansas Health System•Kansas City, KS

About The Position

Provides support, through multiple channels with a primary focus on telephone support, on installation, configuration and ongoing usability of desktop computers, peripheral equipment and software. Creates and maintains knowledge articles in accordance with departmental standards.

Requirements

High School Graduate
Experience in either a Call Center or Service Desk or customer service environment.
Experience with Microsoft Office software.
Experience with Microsoft operating systems.
Current hospital approved IT certification from an approved governing body or must hold the most current Microsoft Windows Operating System certification (e.g. Windows 10) within 180 Days

Nice To Haves

Associates Degree in computer systems, a related field OR 1:1 equivalent experience.
Experience in the maintenance, troubleshooting, and upgrading of computer equipment.

Responsibilities

Assisting users over the telephone, through email, online chat and/or at desk side in a prompt, professional and courteous manner.
Assisting users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
Obtaining information to diagnose a problem, and simultaneously create, assign and document issues into the Hospital Service Desk tracking system.
Prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs).
Troubleshooting and resolution of reported issues and the ability to escalate through appropriate channels any issues that cannot be resolved.
Maintaining an ever-increasing level of proficiency in hardware, software, networking and other technologies related to the ITS department.
Documenting trouble ticket resolutions, maintains Hospital knowledgebase articles and actively participates in maintaining and support policies and procedures.
Managing time and resources in the best interest of the Hospital.
Compiling data to maintain inventory, purchasing, shipping and other records.
Identifying opportunities to see where training needs would improve productivity within the department or within the Hospital
Trains end users on basic hardware, software and network resources, on a one-on-one basis.
Providing on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
Participating in on-call rotation and provides end user support during off hours, holidays and weekends.
Working as a member of a team.
Performing the professional, clinical and or technical competencies of the assigned unit or department.