Job Description

The Service Desk Support Tech will provide first and second line technical support to internal and external staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administrative duties within this role. Coverage includes PHMC and its Affiliate sites as well as remote users at other offices and home workers.

Work Schedule

This is a full-time exempt position with a regular work schedule of five days and 40 hours/week. General work hours described as Monday through Friday, 8:30am – 5: 00pm.This position may be required to work some evenings and Saturdays during peak periods.

Responsibilities:

• Serve as single point of contact for service requests from the user community regarding IT issues and questions.
• Experience and in-depth knowledge of Service Desk methodologies.
• Participate in the Incident Lifecycle Management (timely response, closer and escalation of issues).
• Experience working with Service Management tools
• Knowledge of basic ITIL principles (Incident, Change and Problem Management).
• Maintain high degree of customer service for all support inquiries.
• Required to travel to PHMC affiliate sites to do field service.
• Adhere to all service management principals.
• Strong analytical and problem-solving skills.
• Ability to interpret and convey technical concepts.
• Ability to work both independently and in a team environment.
• Knowledge of Network Infrastructure and the ability to troubleshoot LAN/WAN/Telephony /VPN issues.
• Experience with Active Directory.
• Working knowledge of Windows Server 2003 or higher, Exchange Server 2007 or higher, Citrix a plus.
• High level of knowledge supporting all major Windows based desktop applications (Microsoft Outlook, Word, Excel, PowerPoint, etc.).
• Publish support documentation to assist staff with requests for information & provide staff training if required.
• Create and administer user accounts, passwords, and privileges/rights as assigned and directed by Network Administrators.
• Follow all Service Desk Support and Department guidelines and operating procedures
• Perform day-to-day audio-visual (AV) functions, including scheduling, end-user coordination / training, troubleshooting and equipment installation/repair.
• Work closely with Peers, Management, and other IT staff to acquire additional technical and non-technical knowledge.
• Performs other related duties as required by management.

Education Requirement:

• High School Diploma required
• A+ Certification
• ITIL certification would be beneficial
• Technology oriented degree is desirable

Supervisor:

• This position reports to IT Systems Support Manager

Salary Grade:

• Commensurate with education and experience
• Grade 16

FLSA Classification: Non-Exempt

• This position is classified as salaried non-exempt in accordance to FLSA standards.