IT Helpdesk Specialist

Job Description

Job Description

POSITION SUMMARY

Under the general direction of the IT Supervisor, this position performs a variety of troubleshooting tasks including computers, network connections, operating systems and related applications, peripheral and communication equipment to determine cause and resolution of problems encountered by the physicians and staff of TOC.

ESSENTIAL FUNCTIONS

• Troubleshoot via the phone or in person hardware, software and / or network operating problems as required and involve applicable technical resources to ensure resolution.
• Ensures customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with customer service and professional / technical standards.
• Track all incoming emails, service requests and customer contacts via helpdesk software.
• Notify customers on the status of current ticket and / or resolution efforts.
• Receives and prioritizes issues.
• Effectively manage multiple projects simultaneously.
• Assist and / or develop user training programs.
• Perform other responsibilities associated with this position as deemed appropriate.

GENERAL COMPENTENCIES DESIRED

CREDENTIALS DESIRED

One year of relevant work experience in support of computer systems, applications, networks, and telecommunications in a help desk role required. Vocational, technical training, associate's degree or other industry certification a plus. Associate’s degree in computer science or equivalent education with at least one year of relevant work experience in support of computer systems, applications, networks, and telecommunications. A+ or other industry certification preferred.