Service Desk Agent

Schedule: Evening Shift, Monday to Friday 3:00 PM to 11:00 PM, with alternating weekend coverage. Responsible for first level problem resolutions and assistance with problems directed to the Service Desk from local or remote computer system users, including login, application and hardware issues. In addition, the position is responsible for various computer operation duties such as system backups, report distributions and monitoring interface files. Problems reported to the Service Desk are recorded and tracked in a computer system. Unresolved issues are monitored on a regular basis.

Responsibilities

Answers calls to the Service Desk and records them in the designated computer system; Provides first level support for equipment and software issues reported by employees, physicians, office staff and remotely connected users; Uses remote support software to access end users' computers and travels to end users' workstations when needed; Deploys contingency equipment as needed; Monitors queue of previous issues and escalates unaddressed issues to management; Provides follow-up calls to confirm issues were resolved; Provides repair or replacement of terminal and printer equipment, including setup and installation of desktop functions and preferences; Evaluates equipment issue history to identify recurring problems; Performs computer operational tasks such as system backups, report distributions and monitoring interface files; Prepares documentation as requested by management; Participates in Quality Assurance and Improvement Plan activities as requested; Performs other assignments specified by the Service Desk Manager

Requirements

Technical Certification and/or two years of related experience; Associates Degree in Computer Related Field and/or Three Years of Related Experience