The Help Desk/PC Technician installs, configures, and troubleshoots software and hardware. This position serves as the first point of contact for customers seeking technical assistance and performs daily operation procedures for various computer systems. High school diploma or GED is required. Must have good understanding of computer systems, mobile devices, and other tech products. Professional/technical experience and degree or certification is highly desired. Must be a self-starter requiring little to no supervision. Must be able to categorize issues as hardware, software, or network-related and communicate effectively to understand the customer's problem and explain its solution. Must have excellent problem solving and customer service skills, as well as patience to deal with challenging customer. Must demonstrate proficiency in written and spoken English.While performing the duties of this job, the Help Desk/PC Technician is regularly required to talk, see, and hear. This position sometimes requires sitting for long periods of time and sometimes requires standing, walking, bending, kneeling, stooping, and crouching. The employee may need to lift and/or move items over 50 pounds. Essential Duties and Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone, via email, by electronic service request, or in person.
- Adhere strictly to HIPAA and hospital privacy and confidentiality policies
- Install, configure, and troubleshoot software and hardware
- Maintain working physical inventory of workstations, printers and other IT devices
- Use opportunities to educate end users on identifying and avoiding cyber security threats and tactics
- Report suspected cyber security threats and breaches to the Security Officer immediately
- Utilize ticket tracking software for recording help desk requests and their resolutions.
- Direct more complex issues to the appropriate team for assistance or resolution
- Pass on any feedback or suggestions by customers to the appropriate team
- Identify and suggest possible improvements on procedures
- Continuously improves proficiency and knowledge.
- Perform the daily operations procedures as defined on the daily operations checklist.
- Communicate with customers using excellent customer service skills without regard for the education level or professional experience of the recipient.
- Maintain professional appearance. Conform to hospital and departmental dress codes.
- Maintain satisfactory attendance. Comply with hospital and departmental attendance policies. Conform to management expectations of unusual attendance requirements, on call coverage, or support for applications.