• Help Desk Support II

    Mohawk Valley Health System (Utica, NY)


    Help Desk Support II

     

    Department: MVHS IT

    Job Summary

    The Help Desk Support Technician II performs both Helpdesk and IT Operations functions as needed in a healthcare system with a 24 hour, 7 days a week coverage requirement. Responsible for evaluating PC and printer troubleshooting, maintenance repair and installation, hardware and software configurations, product documentation, internet/specialty software and completing assigned projects/moves.

     

    Core Job Responsibilities

     

    + Responds to end-user phone, email, or ticket requests for support to resolve basic computer, application, system, device, security access, or performance issues.

    + Provides customer support by troubleshooting technical issues with PC & printer hardware, Windows OS and simple network/wiring/wireless issues.

    + Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.

    + Escalates problems to appropriate levels or teams to achieve issue resolution.

    + Utilizes ticket database to research, troubleshoot, track and deliver solutions.

    + Update and close tickets as needed.

    + Works through issues and drives them to resolution.

    + Prioritizes tickets based on patient care and urgency.

    + Responds to end user calls and completes tasks in a timely manner.

    + Develops good relationships with customers and management throughout the organization. Communicates clearly and concisely.

    + Shares knowledge and skills with other IT support staff to promote a collective knowledge base. Seek out learning opportunities from co-workers.

    + Maintains technical skills in line with current industry standards and certifications. Actively participates in continuing education, seminars/conferences, professional societies/journals and networking with other IT professionals to keep current with new developments and technology.

    + Is flexible and available to come on-site for on-call duty after hours.

    + Performs other duties as required.

     

    Education/Experience Requirements

    REQUIRED:

    + Associates Degree or equivalent experience.

    + Minimum of 2 years’ experience in a Desktop Support or Helpdesk environment

    + Knowledge of computer technology and equipment, printers, hand held scanners and PC's. Knowledge of data communications hardware and software.

    + Superb oral and written communications skills and ability to interact well with clients at all levels.

    + Must possess good customer service skills and be able to provide education and technical support to other staff.

    + Flexibility to work various hours due to the 24 by 7 coverage requirement.

    + Ability to type proficiently on a standard computer keyboard.

    + Ability to work independently with limited supervision.

     

    Licensure/Certification Requirements

    PREFERRED:

    + MCP / HP / other hardware certification

     

    Disclaimer

     

    Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

     

    Successful candidates might be required to undergo a background verification with an external vendor.

    Job Details

    Req Id 95201

     

    Department MVHS IT

    Shift Variable

    Shift Hours Worked 12.00

    FTE 1

    Work Schedule HRLY NON-UNION

     

    Employee Status A1 - Full-Time

     

    Union Non-Union

     

    Pay Range $20 - $30 per hour