IT - SERVICE DESK TECH TIER 2

MOUNTAIN VIEW HOSPITAL LLC • Idaho Falls, ID

1d • Onsite

About The Position

Mountain View Hospital is looking for a Service Desk Tech Tier 2 to join our team! This role provides next-level support to end-users and Tier 1 service desk technicians in the application of technology throughout the enterprise. This includes managing tickets from Tier 1 and Tier 3 team members to reach solutions for our end-users. The technician will troubleshoot a wide range of issues, including hardware, software, networking, printing, applications, EMRs, phone systems, wired and wireless LANs, and WANs. The role also provides Tier 1 phone overflow support.

Requirements

• Associate Degree in related field preferred; Industry Certifications (i.e. A +, Network+, Microsoft Cisco) preferred.
• 3-5 years in related field.
• 2-3 years of Health Care Experience preferred.
• Experience troubleshooting and supporting Microsoft Office Suites.
• Advanced understanding of Active Directory.
• Microsoft Technologies (Server/Client), ITIL based support methodologies.
• Communication skills using speech and writing.
• Strong problem solving and ability to prioritize and work unsupervised.
• Can adhere to and follow instructions given to by Team Leads or Manager.
• Ability to systematically troubleshoot complex problems.

Responsibilities

• Receive and process employee IT requests via phone, support ticket, and walk-in.
• Provide both remote support and physical desk onsite support as required.
• Using IT ticketing system to document, prioritize, and track requests.
• Diagnose hardware and software problems escalated from Service Desk Tier 1.
• Repair and upgrade PC hardware and software.
• Install/configure new computers and VoIP phones.
• Troubleshoot printers, scanners, copiers.
• Maintain inventory of equipment and supplies.
• Provide quotes and assists with hardware/software purchasing requests.
• Monitors systems and performance alerts.
• Adheres to and promotes the proper escalation processes.
• Research advanced issues escalated from Service Desk Tier 1.
• Work with Tier 3 team members with troubleshooting issues as needed.
• Documents and maintains knowledge articles.
• Able to work independently and work on/resolve basic network system.
• Train, mentor, and facilitate good IT habits to all other Service Desk staff.
• Provider Tier 1 overflow phone support.
• Other duties as required.

Benefits

• Medical, Dental and Vision Insurance
• Paid Time Off (vacation, holidays and sick days) and Medical Paid Time Off
• Retirement Plans (401K with up to 6% match)
• Earned Quarterly Bonus Program
• Education Reimbursement Program
• Discount for medically necessary procedures performed at Mountain View Hospital and Idaho Falls Community Hospital

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree