Helpdesk Support / Desktop Technician

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. This client is a locally based, nonprofit healthcare organization. Their health system includes two hospitals, a 100-provider primary and specialty care medical group, a cancer center; and a new medical fitness center.

Job Description :

Works under the supervision of the Business Operations and Helpdesk Manager. Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization; analyzing calls to develop an understanding of the nature, importance and urgency of the problem; accurately documenting calls and / or service requests in a problem-tracking database system; personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an Incident Management application to ensure solutions are arrived at in a timely manner; and follow-up with users to ensure their satisfaction with the quality and timeliness of service provided.

Responsibilities also include the Computer Operations tasks necessary to ensure system availability and data integrity for many business-critical systems and applications.

Primary Job Duties :

• Answers all Helpdesk calls and logs the call completely (detailed problem description) into an Incident Management application.
• 90% of workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests.
• Ensures customer contact information is current in Incident Management application.
• Provides answers to simple frequently asked questions.
• Updates and maintains knowledgebase as needed.
• Analyzes and resolves call remotely if possible.
• Triages the call and gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unable to resolve.
• Manages the problem / request by escalating according to procedure, following up with support staff, logging the resolution, confirming customer satisfaction and closing the call.
• Receives call or request, logs, resolves, escalates and closes call or service request meeting departmental guidelines.
• Monitors Helpdesk email hourly as defined in departmental Policies and Procedures.
• Monitors Helpdesk voicemail hourly as defined in departmental Policies and Procedures.
• Recommends and participates in the implementation of changes to policies, procedures, protocols and PC standards as needed to improve efficiency and cost effectiveness of PC operation within the organization.
• Maintains asset management database according to department policy for all I.T. maintained hardware.
• Assist with change practices for desktop software and hardware including evaluation, testing and implementation of new or upgraded software and hardware.
• Occasional work in field (end-user community) for common maintenance such as replacing phone cords, clearing printer errors, disconnecting / reconnecting equipment, etc.
• Monitors the applications, systems, Interfaces, networks and computer room equipment for errors or potential problems.
• Monitors and permits access to computer room facilities, systems and applications including user rights administration following defined security guidelines.
• Completes a Helpdesk Daily Checklist
• Educates end-users as needed.
• Develops and maintains an adequate working knowledge of mini-computer, network and PC systems, and software applications necessary to provide superior service to our clients.
• Interacts with all levels of staff and management necessary to properly execute the responsibilities of this position.
• Performs other duties as required.

Job Specifications : Education :

Experience :

Skills :

Interpersonal Skills :

Standards of Performance :

Physical Effort :

TekWissen Group is an equal opportunity employer supporting workforce diversity.

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