IT Help Desk Representative

Department: IT/DP
Status/Schedule: Full-Time
Posting Date: 07/25/2019

  • Education: 2 year degree
  • Experience: 2 years microcomputer and printer installation, maintenance, and support strongly preferred.
  • Description: Serve as the first point of contact for customers seeking technical assistance over the phone or email. Respond to requests for technical assistance in person, via phone, chat or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products or services. Record events and problems and their resolution in the Hospital’s Call Management System. Follow-up and update customer status and information. Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on procedures. Good understanding of computer systems, mobile devices and other tech products. Ability to diagnose and resolve basic technical issues. Identify and escalate situations requiring urgent attention.

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