The Support Technician is responsible for providing initial triage and support of software and hardware issues with the goal of first contact resolution while providing excellent customer service. This includes providing technical advice, guidance and informal training to customers using hardware and software programs. It also includes troubleshooting and restoring routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures as well as assisting with physical/deskside support. The Support Technician is also responsible for contributing to a knowledge base for documented processes, routine tasks, and incident resolutions while working in a team setting, sharing information, and assisting others with calls.
Demonstrates exceptional customer service while providing IT support.
24X7X365 Monitoring and response for systems under Support team purview.
Documents the following in a ticketing system: end user identification information, details of issue or request, troubleshooting steps taken and details of resolution.
Resets passwords in Active Directory as well as other Centra applications.
Remote controls user PC.
Log issues and/or work orders to vendors as well as other Centra Departments.
Utilize HPE Service Manager to document work and work processes.
Advises and follows up with customers on problems and issues, keeping the customer informed at all times.
Afterhours on call support.
Maintains a flexible schedule and is willing to accept assignments to help the department achieve its service needs.
Displays and promotes a positive public relations approach to staff physicians, nurses, patients, their families, and public.
Participates in process improvement activities.
Must maintain reliable up-to-date information from government and other sources.
Other duties that may be assigned from time to time.
High School education or equivalent
Preferred:
Associate degree in Computer Science, Information Systems, or other related field, or equivalent work
experience.