Hospital IT Helpdesk - Night Shift 11pm - 7am (Los Angeles)
Hospital IT Helpdesk - Night Shift 11pm - 7am (Los Angeles)
Prosum • Los Angeles, CA, US
3 days ago
Job type
Part-time
Job description
Minimum Experience :
Must be available to work 3rd shift
Minimum of 3 years of IT and 2 years experience in Service Desk Support
Experience working in a call center handling tickets daily (30+)
Must demonstrate excellent customer service, written & verbal communication skills; triage, track & monitor ticket progress per required SLA & follow escalation procedures. Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities;
Must be able to work both independently and cooperatively in a team setting as needed and follow-up towards the successful completion of assigned tasks.
Duties include end user support, quickly analyze & diagnose application / system issues, creating & updating user accounts in Active Directory & other systems, performs software installs, PC maintenance and maintain communication for planned & unplanned outages.
Accountabilities :
Act as the point of contact for all IT related issues. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Demonstrate excellent verbal and written communication skills.
Quickly analyze, diagnose and resolve user support issues. Research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Creating and updating tickets via Footprints ticketing system according to specified priority levels. Follows USC Health Sciences IT problem and ticket tracking procedures.
Provides User Account provisioning services, as required by creating and updating user accounts via Active Directory.
Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via GoToAssist, and SCCM.