Job Information
Arnot Health Service Desk Technician I - Information Services Elmira, New York
Job Description
MAIN FUNCTION:
The Level I Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain service level expectations (SLA). Problem resolution may involve the use of diagnostic and IT service management request tracking tools, collaborating with multiple ITS teams and may require that the individual give in-person, hands-on help at the desktop level . Reports to Service Desk Manager.
DUTIES AND RESPONSIBILITIES:
**1. Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
**2. Build rapport and elicit problem details from service desk customers.
**3. Prioritize incidents and service requests according to defined processes to meet defined service level agreements (SLAs).
Escalate incidents with accurate documentation in the ticket to provide the next level, when required. Escalate to leadership as necessary.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledgebase as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
**9. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Test fixes to ensure an incident has been adequately resolved.
Develop help sheets and FAQ lists for end users.
Contribute to technician knowledgebase as needed.
Reinforce SLAs to manage end-user expectations.
Provide suggestions for continual improvement.
Is responsible for attending all annual mandatory educational programs as required by position.
Employee understands and demonstrates the importance of satisfying the needs of the customer/patient by interacting with him/her in a friendly and caring way, being attentive to the customer’s needs, both psychologically and physically, and by taking the initiative to maintain communication with the customer in order to provide a secure and pleasant experience with Arnot Health.
It is understood that this job description lists typical duties for the classification and is not considered inclusive of all duties, which may be assigned.
EDUCATION:
High school or equivalent with basic computer knowledge required. AAS degree or IT certification preferred.
EXPERIENCE:
Intermediate knowledge of Microsoft programs (Windows, Office, Browsers) preferred. Experience working in a team-oriented, collaborative environment.
DESIRED KNOWLEDGE AND SKILLS:
Strong documentation skills.
Excellent customer service/telephone etiquette. Exceptional written and oral communication skills.
Ability to absorb and retain information quickly.
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
Ability to present ideas in user-friendly language.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a fast paced environment.
CARDIOPULMONARY RESUSCITATION (CPR) REQUIREMENTS:
No CPR required.
PHYSICAL DEMANDS:
Ability to frequently lift 15 pounds and occasionally lift 25 pounds Ability to sit for an extended period of time. Typical office job.
EXPOSURE CATEGORY:
Category III. Tasks that involve no exposure to blood, body fluids, or tissues. And Category I tasks are not a condition of employment.
** A.D.A Essential Functions
Requirements