Service Desk Agent

Service Desk Agent

8101 Information Technology- Infrastructure and Operations

Schedule: Evening Shift. Monday - Friday 3:00 PM to 11:00 PM, with alternating weekend coverage.

Overview:

Responsible for first level problem resolutions and assistance with problems directed to the Service Desk from local or remote computer system users. This could include but is not limited to login, application, and hardware issues. In addition, this position is responsible for various computer operation duties such as system backups, report distributions, and monitoring interface files. Problems reported to the Service Desk are recorded and tracked in a computer system. Unresolved issues are monitored on a regular basis.

Essential Duties and Responsibilities

• Answers calls to the Service Desk recording them in the designated computer system.
• Provides the first level support for equipment and software issues reported to the Service Desk by employees, physicians, office staff, remotely connected users, etc. Calls involving more technical problems are escalated to the Desktop Support Analyst.
• Calls require the use of remote support software to access end users computers. Staff can also require traveling to the end users' workstation to resolve an issue.
• Deploys contingency equipment as needed by the end users.
• Monitors queue of previous issues to resolve open issues.
• Escalates issues to management that are not being addressed.
• Provides follow up calls to previous issues to confirm problems were successfully resolved to the callers satisfaction.
• Provides the repair or replacement of terminal and printer equipment including the setup and installation of desktop functions and preferences.
• Evaluates equipment issue history to identify reoccurring problems that may justify equipment replacement, software adjustments, or additional employee education.
• Performs computer operational tasks as assigned by management.
• Prepares appropriate documentation as requested by management.
• Is knowledgeable of the Quality Assurance and Improvement Plan and participates in the department activities as requested.
• Performs other assignments as specified by the Service Desk Manager.

Education and Experience

• Technical Certification and/or two years of related experience.
• Associates Degree in Computer Related Field and/or Three Years of Related Experience.