IT Help Desk Technician, Associate

About the Role

Provides first tier technical assistance and problem resolution to UMMC IT device users. Receives, processes, and documents technical inquiries from the UMMC user base. Participates in a robust team environment.

Key Responsibilities

• Actively participates in a rotating call phone system, team email account, end-user self-service ticket creation, and other methods of UMMC customer communication of technical issues and requests.
• Thoroughly documents or modifies customer documentation in ticketing software to successfully convey the problem or request.
• Uses provided guidelines.
• Appropriately determines and documents the urgency of the customer's inquiry.
• Utilizes remote support software to further define the details of problems, providing screen shots and/or other pertinent information for further troubleshooting by upper-level support teams.
• Provides resolution or routes problems or requests to the appropriate technical support team.
• Participates in special projects as directed by the department manager.
• Provides input into all team documentation to ensure accuracy and appropriate updates.
• Recognizes and reports problem trends to leadership based on incoming customer communications.

Requirements & Tech Stack

• Microsoft Office suite

Qualifications

• Associate's or Bachelor's degree
• Strong, positive, and professional interpersonal skills to interact with a wide range of constituencies.
• Strong verbal and written communication skills.
• Ability to analyze and synthesize information, determine solutions, and evaluate the usefulness of a solution.
• Ability to work independently in a 24x7x365 robust team environment.
• Ability to comprehend and apply knowledge to new or changing situations.

Physical and Environmental Demands: Requires occasional working hours significantly beyond regularly scheduled hours, occasional traveling to offsite locations, occasional activities subject to significant volume changes of a seasonal/clinical nature, occasional bending, occasional reaching, frequent sitting, occasional standing, occasional twisting, and occasional walking.