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HELP DESK TECH
HELP DESK TECHJamestown Regional Medical Center • Jamestown, ND, United States
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HELP DESK TECH

HELP DESK TECH

Jamestown Regional Medical Center • Jamestown, ND, United States
14 days ago
Job type
  • Full-time
Job description

Job Type

Full-time

Description

STATEMENT OF PURPOSE

The Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Full-time, benefited position working 80 hours per two week pay period. Days of work are Monday - Friday with no nights, weekends or holidays unless there is an urgent situation.

JOB FUNCTIONS

  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Install anti-virus software.
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end users.
  • Additional duties as assigned by supervisor.

Requirements

QUALIFICATIONS / REQUIREMENTS FOR THIS POSITION : (PC / HELP DESK TECHNICIAN)

  • PREPARATION AND TRAINING - Associate degree required in Computer Science or Management of Information Systems or related field required.
  • WORK EXPERIENCE - Two (2) years of experience in user support and training of appropriate software. Knowledge of basic computer hardware. Experience with desktop and server operating systems. Extensive application support experience. Working knowledge of a range of diagnostic utilities.
  • ATTENDANCE - Punctual and regular attendance is an essential responsibility of each employee at JRMC. Employees are expected to report to work as scheduled, on time and prepared to start working. Employees are also expected to remain at work for their entire work schedule.
  • ANALYTICAL ABILITY - Analytical ability and interpersonal skills are extremely important to conduct research into a wide range of computing issues as required and end user needs and issues, gather and interpret data from several sources, coordinate programs. Good understanding of the organization's goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills. Ability to effectively prioritize and execute tasks in a high pressure environment.
  • INDEPENDENT JUDGEMENT - Needs to exercise a high level of independent judgement in completing specified functions, meeting due dates, establishing priorities, determining deadlines, etc. Keen attention to detail.
  • CONTACTS WITH OTHERS - Job requires social sensitivity and the ability to communicate effectively with end users and the public. Also requires excellent interpersonal skills in order to train and educate others in the operation of the computer system.
  • SUPERVISING THE WORK OF OTHERS - Job requires responsibility of own work.
  • RESPONSIBILITY FOR WELFARE OF OTHERS - Responsibility would be frequent with the potential for minor delays affecting the emotional well being of others.
  • MENTAL / VISUAL EFFORT - A high level of mental effort is required as duties involve a wide range of procedures and the ability to exercise good judgement in duties and situations. Must be in good general health and demonstrate emotional stability.
  • PHYSICAL / SENSORY EFFORT - Frequent sitting is required to accomplish the major responsibilities of this job.
  • WORKING CONDITIONS - Is subject to frequent interruptions. Participates in and complies with JRMC Safety Management Program. Maintains knowledge of and observes Standard Precautions. Practices aseptic techniques whenever appropriate. OSHA JOB CLASSIFICATION : THIS POSITION IS DEFINED AS A CATEGORY II : Employee does not have exposure to bloodborne pathogens.
  • BACKGROUND CHECK - Background Check will be completed for position.
  • PROMOTION - No formal line of promotion.
  • PHYSICAL REQUIREMENT - These are physical requirements of the position that may be performed as part of daily duties. Inability to meet one or more of these physical requirements will not automatically disqualify a candidate or employee from the position. Upon request for a reasonable accommodation, JRMC may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.

    • EMPLOYEE REQUIREMENTS

  • Standing - Frequently
  • Walking - Frequently
  • Sitting - Rarely
  • Hands and Finger Dexterity - Continuously
  • Reaching with Hands and Arms - Continuously
  • Climbing - Rarely
  • Stooping / Kneeling / Crouching / Crawling - Continuously
  • Hearing / Listening - Continuously
  • Tasting or Smelling - Rarely
  • Working Inside - Frequently
  • Working Outside - Frequently
  • Working in Extreme Heat - Frequently
  • Working in Extreme Cold - Frequently
  • Working with Hazardous Materials - Rarely
  • Noise - Occasionally
  • Working in Dirt / Dust - Frequently

    • LIFTING / CARRYING / PUSHING / PULLING :

  • Up to 10 pounds - Occasionally
  • Up to 25 pounds - Rarely
  • Up to 50 pounds - Rarely
  • Up to 75 pounds - Rarely
  • Up to 100 pounds - Rarely
  • Over 100 pounds - Rarely

    • Salary Description

    Wage (DOE) : $21.28 to $28.73

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    Help Desk • Jamestown, ND, United States