support technician Sylva, NC
Job description
Responsible for planning, implementation and support of:
- Answers Help Desk Calls. Answers in-coming client calls to the Support Center in a professional manner.
- Documents Client Calls. Enters in accurate client call information into automated Help Desk software.
- Resolves Client Calls. Answers clients questions concerning application usage (i.e., Order Management, Patient
- Routes Client Issues. Route client issues to the appropriate area in IT.
- Prepares Reports. Prepares detail and summary reports on each week and month reflecting number of calls received, number resolved, number open (by area and total) and analysis of date and time calls received.
Support Center Analyst Assignments and Resolution
Hardware and Software Assessment/Installation/Troubleshooting
Resolves hardware malfunctions. Oversees hardware malfunctions by correcting situations with in-house resources, if possible, or notifying and dispatching hardware vendors to rectify problem and/or perform in accordance with maintenance agreements. Verifies that all network nodes at Hospital are operational and performing within limits.
Installs Hardware. Installs hardware throughout the organization in accordance with IT standards.
QUALIFICATIONS
The following qualifications are the minimum requirements necessary to adequately perform this job. However, an equivalent combination of experience, education and training which provides the necessary knowledge skills and abilities would be acceptable, subject to any legal and/or regulatory requirements.
Education : Minimum requirements include an Associates degree and two (2) years experience or equivalent five (5)
years of experience. Prefer two (2) years healthcare.
Experience: Must have the ability to interact in an effective manner with clients in a complex environment. Must have the ability to communicate and interact with different levels of management, with Information Technology (IT) personnel, and with all departmental clients. Must have the ability to coordinate with vendors for resolutions to problems. The analyst must be able to handle high pressure situations. Job requires good verbal and written communication skills.
PHYSICAL REQUIREMENTS
Sits and walks intermittently throughout the day and will often be required to bend, reach, stoop and lift computer equipment, i.e., printers, CRT's, CPU's, boxes of paper, etc., in excess of 30 pounds. Must be able to work in a deadline oriented environment with moderate to high stress levels.
Equal opportunity and affirmative action employers and are looking for diversity in candidates for employment: Minority/Female/Disabled/Protected Veteran
