Provide Tier 2 phone support and desk side support to end users. Documents all calls in the call tracking system in accordance with the standard operating procedures. Responsible for scheduling and coordinating necessary work to resolve customer issues and request. Installs and repairs various computer equipment and software. Works with Tier 3 staff members to resolve issues in a timely manner. Escalates issues to Management, Team Leader or Sr staff members in a timely manner.
Education: Associates Degree preferred.
Experience: 1-2 year?s previous help desk and desk side support experience required
Licensure: A+ Certification and MCP desired
Skills: Demonstrated ability in written and verbal communication skills. Ability to correctly install and configure personal computer hardware, desktop operating system components, and business applications. Ability to apply basic troubleshooting methodologies. Must be familiar with basic desktop operating system utilities, and standard business software applications. Ability to interact favorably with end users and explain hardware and desktop operating system problems in a clear understandable manner. Ability to accurately document and track end user support calls. Escalate trouble tickets quickly and efficiently to the appropriate hospital staff. *CB*