Overview
Under direct supervision and in accordance with IT service level agreements, primarily provides Tier 1 first level resolvable phone, email and remote support for the IT Service Desk. Support is provided primarily via telephone, email and remote assistance. The analyst may be required to visit customers on premise and at remote sites, under the direction of the Team Lead, Service Desk Manager, or a designee. Responsibility includes IT Service Desk inbound calls, ticket processing, routing and escalating non-first level resolvable customer inquiries, service requests and incident reports. May assist as a resource on special projects, video visits and may also provide limited desk side support for break/fix hardware issues while executing all duties as assigned.
Responsibilities Logs, responds to and resolves Tier 1 first level resolvable incidents and service requests within SLA timelines.
Logs and responds to Tier I incidents and service requests within SLA timelines.
Schedules work to meet departmental SLAs and to accommodate customer needs; may include flexing hours to evenings, nights, weekends and holidays as required.
Creates documentation necessary to install and provide ongoing support for current systems.
Utilizes and helps manage a software and hardware inventory management system.
Installs, upgrades and maintains system and application components on client computing platforms, performing hardware repairs, configuring operating systems and applications, and providing support for all hardware components.
Provides On Call support, 24x7, on a rotating basis as determined by the Service Desk Manager and department procedure.
Provides follow up with customers and support resources to ensure completion of the customer’s call and satisfaction.
Education and Experience High School, Technical Certificate preferred
1 year’s experience in a Technical Support Call Center setting. Hospital experience preferred.
Knowledge, Skills And Abilities Experience with Windows 10, Microsoft Office Family of Products, Microsoft Active Directory, preferred.
Skill in imaging, repairing and maintaining desktop, laptop, tablet, and thin/zero clients, preferred.
Excellent soft skills are a requirement.
Licenses, Certifications CompTIA A+, ITIL, HDI or MTA (Microsoft Technology Associate), or MCP preferred.
Physical Requirements Able to lift on a frequent basis 15 to 20 pounds, and on an occasional basis up to 25 to 55 pounds.
Working Conditions Professional Office Environment and Dress Code. There will be exposure to dust. Includes on-call responsibility for Desktop support.
Conditions of Employment Must Have Own Transportation to Support Remote Sites and On Call Responsibilities. Must be flexible in supporting 24 hours call center, 7 days a week.
Principal Duties And Responsibilities Logs, responds to and resolves Tier 1 first level resolvable incidents and service requests within SLA timelines and GBMC Better Behaviors.
Logs and responds to Tier I incidents and service requests within SLA timelines and GBMC Better Behaviors.
Schedules work to meet departmental SLAs and to accommodate customer’s needs and requirements, including potential evenings, nights, weekends and holidays.
Creates documentation necessary to install and provide ongoing support for current systems.
Utilizes and helps manage a software and hardware inventory management system.
Installs, upgrades and maintains system and application components on client computing platforms by performing hardware repairs, configuring operating systems and applications, and providing support for all hardware components.
Provides On Call support, 24x7, on a rotating basis as determined by the Service Desk Manager and department procedure.
Provides follow up with customer and support resources to ensure completion of customer’s call and customer satisfaction.
All Roles Must Demonstrate GBMC Values Respect: Treats others with fairness, kindness, and respect for personal dignity and privacy; listens and responds appropriately to others’ needs, feelings, and capabilities.
Excellence: Meets and/or exceeds customer expectations; actively pursues learning and self-development; pays attention to detail; follows through.
Accountability: Sets a positive, professional example; takes ownership of problems and solves them; plans and utilizes required resources; reports to work regularly and on time.
Teamwork: Works cooperatively and collaboratively; addresses and resolves conflict; seeks ideas from others; acknowledges contributions.
Ethical Behavior: Demonstrates honesty, integrity and good judgment; respects the needs of patients/families/coworkers.
Results: Embraces change, seeks quality improvements, and achieves results on time.
Pay Range
$54,214.40 - $84,032.31
Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.
Equal Employment Opportunity
GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.
#J-18808-Ljbffr
Under direct supervision and in accordance with IT service level agreements, primarily provides Tier 1 first level resolvable phone, email and remote support for the IT Service Desk. Support is provided primarily via telephone, email and remote assistance. The analyst may be required to visit customers on premise and at remote sites, under the direction of the Team Lead, Service Desk Manager, or a designee. Responsibility includes IT Service Desk inbound calls, ticket processing, routing and escalating non-first level resolvable customer inquiries, service requests and incident reports. May assist as a resource on special projects, video visits and may also provide limited desk side support for break/fix hardware issues while executing all duties as assigned.
Responsibilities Logs, responds to and resolves Tier 1 first level resolvable incidents and service requests within SLA timelines.
Logs and responds to Tier I incidents and service requests within SLA timelines.
Schedules work to meet departmental SLAs and to accommodate customer needs; may include flexing hours to evenings, nights, weekends and holidays as required.
Creates documentation necessary to install and provide ongoing support for current systems.
Utilizes and helps manage a software and hardware inventory management system.
Installs, upgrades and maintains system and application components on client computing platforms, performing hardware repairs, configuring operating systems and applications, and providing support for all hardware components.
Provides On Call support, 24x7, on a rotating basis as determined by the Service Desk Manager and department procedure.
Provides follow up with customers and support resources to ensure completion of the customer’s call and satisfaction.
Education and Experience High School, Technical Certificate preferred
1 year’s experience in a Technical Support Call Center setting. Hospital experience preferred.
Knowledge, Skills And Abilities Experience with Windows 10, Microsoft Office Family of Products, Microsoft Active Directory, preferred.
Skill in imaging, repairing and maintaining desktop, laptop, tablet, and thin/zero clients, preferred.
Excellent soft skills are a requirement.
Licenses, Certifications CompTIA A+, ITIL, HDI or MTA (Microsoft Technology Associate), or MCP preferred.
Physical Requirements Able to lift on a frequent basis 15 to 20 pounds, and on an occasional basis up to 25 to 55 pounds.
Working Conditions Professional Office Environment and Dress Code. There will be exposure to dust. Includes on-call responsibility for Desktop support.
Conditions of Employment Must Have Own Transportation to Support Remote Sites and On Call Responsibilities. Must be flexible in supporting 24 hours call center, 7 days a week.
Principal Duties And Responsibilities Logs, responds to and resolves Tier 1 first level resolvable incidents and service requests within SLA timelines and GBMC Better Behaviors.
Logs and responds to Tier I incidents and service requests within SLA timelines and GBMC Better Behaviors.
Schedules work to meet departmental SLAs and to accommodate customer’s needs and requirements, including potential evenings, nights, weekends and holidays.
Creates documentation necessary to install and provide ongoing support for current systems.
Utilizes and helps manage a software and hardware inventory management system.
Installs, upgrades and maintains system and application components on client computing platforms by performing hardware repairs, configuring operating systems and applications, and providing support for all hardware components.
Provides On Call support, 24x7, on a rotating basis as determined by the Service Desk Manager and department procedure.
Provides follow up with customer and support resources to ensure completion of customer’s call and customer satisfaction.
All Roles Must Demonstrate GBMC Values Respect: Treats others with fairness, kindness, and respect for personal dignity and privacy; listens and responds appropriately to others’ needs, feelings, and capabilities.
Excellence: Meets and/or exceeds customer expectations; actively pursues learning and self-development; pays attention to detail; follows through.
Accountability: Sets a positive, professional example; takes ownership of problems and solves them; plans and utilizes required resources; reports to work regularly and on time.
Teamwork: Works cooperatively and collaboratively; addresses and resolves conflict; seeks ideas from others; acknowledges contributions.
Ethical Behavior: Demonstrates honesty, integrity and good judgment; respects the needs of patients/families/coworkers.
Results: Embraces change, seeks quality improvements, and achieves results on time.
Pay Range
$54,214.40 - $84,032.31
Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.
Equal Employment Opportunity
GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.
#J-18808-Ljbffr