SERVICE DESK SUPPORT I

SUMMARY:

The Help Desk Support I position provides the first level of contact for all support issues related to information systems. The position is responsible for troubleshooting IT problems during their shift and escalates support problems as needed.  Serves as primary help desk contact by logging calls, support tickets and routing issues to appropriate staff for resolution using the help desk support software. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

·         Responsible for assuring users are provided efficient and timely first level support during normal business hours and on call as required.

·         Provides staff support for administrative tasks and projects relative to the desktop, financial applications, core information system, Wide Area Network, Local Area Network, and telephone functions.

·         Invokes problem escalation procedures to coordinate recovery.

·         Under supervision, helps isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.

·         Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.

·         Contributes to departmental productivity and development objectives by participating in appropriate training programs.

·         Accurately communicates pertinent information. Assists Help Desk Manager in the development and implementation of quality improvement programs.

·         As part of a team, works with the Help Desk Manager, Information Technology Manager, Data Processing Manager, System Administrator, and AVP of  Information Technology to deploy and support new technology.

·         Must interface with users of technology by employing a high degree of tact and diplomacy to promote a positive image of the department and resolve problem situations in a professional manner.

·         Sets up authorizations for new or transferred employees to properly control their access to the various systems in use by the organization.

·         Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.

·         Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service.

·         Maintains competency and enhances professional growth and development through continuing education.

·         Ability to manage multiple high priority initiatives in a fast paced highly technical environment.

·         Performs other duties and responsibilities as assigned.

 QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be outgoing, enthusiastic, conscientious, group oriented, open to change and able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.