Position summary:
This position performs the service desk function of the MVH IS department and supports a wide variety of computer equipment. Duties include answering calls and emails, and creating/assigning corresponding “tickets” to track issues. The person in this position resolves most of the frequently occurring problems and addresses the most common requests (e.g., setting up a new user account) and is able to resolve the majority of “break-fix” type issues that the department faces. They also assign some requests to other department members depending on the request type (e.g., networking, storage, applications, security, etc.).
The person in this role sets up and troubleshoots a broad range of computer equipment used by employees, including workstations, printers, other peripheral devices, and specialized devices used in a healthcare setting that are connected to a computer or the computer network.
This position is also responsible for tracking all computer assets. The person in this position works with the IS Director to plan and manage the replacement cycle of equipment.
Job Related Responsibilities and Activities:
1. Responds to requests for service made to the IS Help Desk (email, phone, in-person).
2. Using issue-tracking software, manages service request “tickets,” creating and assigning tickets and tracking the resolution of tickets. Makes configuration changes to the issue-tracking software to improve its function.
3. Independently resolves break-fix type requests for service. The number and variety of independent resolutions is expected to increase as a person in this position gains knowledge and experience.
4. Produces reports from the issue-tracking software that summarize the performance of the department in meeting service requests.
5. Participates in the setup and management of workstations (e.g., desktops, laptops, thin-clients, etc.), peripherals (e.g., printers, scanners, clinical devices, etc.) and mobile devices (e.g, iPads, phones, etc.). This includes taking all pre-defined security steps.
6. Using asset tracking software, records and tracks all computer assets.
7. Creates and disables network and email accounts. With oversight, this includes managing membership in security and distribution groups.
8. Assists in annual budget planning and in improvement of department procedures.
9. Shares after-hours on-call responsibilities with a group of department members.
10. May be responsible for administering one or more applications, particularly applications that supports the IT function (e.g., backup, encryption, asset tracking, etc.).
11. Performs additional duties as assigned.
Requirements
Education / Training / Experience: Bachelor’s degree or equivalent experience in computer information systems or related field. Strong technical knowledge and training in Windows computer operating systems, hardware, networks, and printers. Excellent customer service and communication skills. Ability to effectively solve a wide variety of computer problems.
Essential Skills and Knowledge for the Job:
- Strong technical knowledge and training in Windows computer operating systems, hardware, networks and peripherals.
- Ability to troubleshoot problems and effectively communicate solutions
- Excellent customer service skills
- Good attention to detail and accuracy
- Experience and ability to use systems and processes to manage a large number of work requests and changing priorities