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Helpdesk Support / Desktop Technician

Helpdesk Support / Desktop Technician

TekWissenFairfield, CA, United States
23 hours ago
Job type
  • Temporary
Job description

Job Title : Helpdesk Support / Desktop Technician

Location : Green Valley, CA, 94534

Duration : 3 Months

Job Type : Temporary Assignment

Work Type : Onsite

Payrate : $ 30.00 - 30.00 / hr.

Overview :

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.
  • This position requires a technical aptitude, experience

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.
  • 1Monitors 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.
  • Manages end-user desktop remotely.
  • 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.
  • Attends scheduled department meetings.
  • 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 :

  • An Associate’s degree in Computer Science or 4 years of equivalent work experience. May substitute 2 years of experience in an IT assistant role, performing the same job duties as Helpdesk Level I without assistance.

    • Experience :

  • At least two years’ experience working on PC's, networking, Computer Operations or Help Desk support as well as proven Customer Service skills. Demonstrated ability in these areas a must.

    • Skills :

  • Strong customer service, technical, analytical and organizational skills. Ability to organize, prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner.

    • Interpersonal Skills :

  • Demonstrates the True North values. The True North values are a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at Client’s Health. The True North values principles consist of Nurture / Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence.
  • Demonstrates a commitment to service excellence including, but not limited to professionalism, customer focus, compassion, strong listening skills and a warm demeanor. Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others. Is extremely open to learning new things and teaming with others in a collaborative environment. Proven track record of conducting him / herself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment.
  • Able to communicate effectively both written and verbally with all organization employees and outside vendors while promoting superior customer service. Must present a professional image at all times.

    • Standards of Performance :

  • Demonstrate performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality.

    • Physical Effort :

  • Attendance is an essential function of the job.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some physical effort required such as lifting and moving personal computers and printers.

    • TekWissen® Group is an equal opportunity employer supporting workforce diversity.

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