Service Desk Tech I

The University of Kansas Health System • Kansas City, KS

123d

About The Position

The Service Desk Tech I at Bell Hospital provides support through multiple channels, primarily focusing on telephone support, for the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software. The role involves creating and maintaining 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.

Nice To Haves

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

Responsibilities

• Assist users over the telephone, through email, online chat, and/or at desk side in a prompt, professional, and courteous manner.
• Assist users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines.
• Communicate effectively under potentially adverse situations with a focus on customer service and satisfaction.
• Obtain information to diagnose problems and document issues into the Hospital Service Desk tracking system.
• Prioritize user issues and resolve them within Hospital defined Service Level Agreements (SLAs).
• Troubleshoot and resolve reported issues, escalating unresolved issues through appropriate channels.
• Maintain proficiency in hardware, software, networking, and other technologies related to the ITS department.
• Document trouble ticket resolutions and maintain Hospital knowledgebase articles.
• Compile data to maintain inventory, purchasing, shipping, and other records.
• Identify training needs to improve productivity within the department or Hospital.
• Train end users on basic hardware, software, and network resources on a one-on-one basis.
• Provide on-site and remote support for workstations and networking components in multiple locations.
• Participate in on-call rotation and provide end user support during off hours, holidays, and weekends.
• Work collaboratively as a member of a team.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED