Desktop Support Technician

Principal Duties:
Hands on experience in architecture/design, implementation & administration of Unified Communications systems.

Mobile device procurement iPhone, iPad and Samsung devices

Working with Telecom carriers during implementations and outages

Perform monthly invoice analysis, validation, and payment approval on all land, long distance, data, and wireless invoices to ensure compliance with vendor contracts.

Perform bimonthly mobile device audits to determine if we should select a more cost-effective plan, or need to update our mobile catalog, and communicate concerns to managers.

Track and resolve billing disputes/discrepancies with various carriers, present escalation issues, status reports and findings to Director.

Manage mobile phone recycle and inventory program.

Manage paging systems and equipment (Beepers)

Assist in facilitys Send Word Now notifications and systems update.

Research past due balances to ensure they are cleared in a timely manner, and ensure credits are received and applied.

Maintain an accurate inventory of all telecom circuits, numbers, and equipment.

Work directly with vendor to resolve claims in an accurate and timely manner.

Assist in configuring and installing various CISCO IP Phone models on CUCM various versions.

Day to Day maintenance Cisco Unified Contact Center

Assist in configuring Agents IP Phones for extension mobility allowing access to the system from all available desktops and IP phones.

Assist in configuring and installing various CISCO IP Phone models on CUCM various versions.

Perform move adds and changes on Cisco Unity Connection

Assist in configuring Agents IP Phones for extension mobility allowing access to the system from all available desktops and IP phones.

Attend all Telecommunications and HHC training (VoIP, Media, Breakthrough, Computer training and Customer Service Training)

Perform other duties as assigned.

Minimum Qualifications:
The Desktop Support Technician will serve as front-line, level 1, IT support for the ClientC enterprise, which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III). Provide support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.

General Tasks and Responsibilities Will Include:

Provide support of computer hardware, operating systems, networks, and applications

Install and configure computer desktops, laptops, printer, mobile devices and software.

Experience troubleshooting and resolving computer and network issues in a multi-office work environment

Participate in the implementation of new hardware and products to ensure the application meet the business requirements and the team is trained in their use

Excellent problem-solving skills

Strong communication skills

Hardware and Software troubleshooting

Customer service focused

Experience controlling IT inventory, assets and deployed software

Provide accurate and detail documentation of resolution in the Service Now Ticketing system

Desire to continually learn new technologies and products

Prior experience with ServiceNow ticketing system

Demonstrated experience diagnosing and resolving unique, nonrecurring problems associated with application software and operating systems; determining the source of problems and detailing their level, priority and nature.

Manage level 1 and 1 1/2 service Incidents/requests from report to resolution

Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2

Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items

Contribute to the continuous process improvement of the Service Desk Area

Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools

Receive, prioritize, document and actively resolve end user help requests

Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)

Track open tickets and monitor ticket progress per SLA, close ticket items when resolve

Follow escalation and paging procedures to ensure SLAs are being met

Provide support and services to users, seeking to resolve as many calls as possible at level 1:

Provide support for issues related to password resets, MS Office, Windows, as well as some issues Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items

Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved

Participate in special projects as needed and perform other duties as assigned

Must be able to work independently as well as work as part of a fast-moving team

Must be able to work at various locations when necessary along with working various shifts.

Other Preferred Skills:

Excellent Customer Service experience

Knowledge and experience installing and configuring Windows 7 & 10 desktops in an enterprise environment

Excellent verbal and written communication skills

Experience in desktop support and wireless network technologies

Ability to work on multiple projects simultaneously

ITIL Certification a plus

Capable of lifting and installing equipment up to 50 lbs.

Equipment/Machines Operated:

General Office equipment (computer, scanner, printer, phones)

Extensive experience supporting Microsoft Operating Systems and Office Suite

Experience supporting and setup of Droid, iOS, and other PDA devices

Experience supporting internal clients remotely via Remote Control tools such as WebEx and RDP

Experience imaging and deploying new and replacement laptop and desktop equipment

Educational Level:

A Baccalaureate Degree in relevant field from an accredited college or university;

and,

One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs; or,

A Masters Degree in Management, Business Administration, Hospital Administration

Management, Public Administration, Accounting or relevant field from an accredited college or university; or,

A satisfactory combination of education, training and experience.

Years of Experience:

A Baccalaureate Degree in relevant field from an accredited college or university;

and,

One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination.

Familiarity with EDP applications and data processing programs.