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.