Fairfield Medical Center
Performs all duties and responsibilities in accordance to the established FMC policies, procedures and guidelines.
Desktop Support Technician I is responsible for resolving escalated issues from the Help Desk. This position must have customer service skills with the ability to communicate face to face as well as via telephone to troubleshoot desktop applications and programs, and escalates difficult issues to minimize computer downtime as necessary.
Essential Job Duties and responsibilities Act as initial escalation path for Helpdesk agent issues that require advanced troubleshooting or work beyond established time frames
Troubleshoot and resolve desktop, software, peripheral and clinical application issues
Troubleshoot and resolve mobile computing and communications device issues. (such as iPhones, Blackberrys, iPads)
Accurately and thoroughly record information into ticket tracking software
Escalate problems as needed to other 2nd level support groups within predetermined time limit
Work closely with other 2nd level support groups to assist in research, testing, technical documentation and resolving issues and efforts affecting multiple end users
Update tickets, provide status updates and follow up resolutions to customers
Identify and create documents for knowledgebase.
Education: Associates Degree or Equivalent Work Experience
Strong skills in supporting current iterations of Windows operating systems, MS Office, Local Area Networks, Wireless network configuration and connectivity, remote support software, printers and other peripherals, etc.
Strong hands-on technical skill with personal computers, laptops and peripherals
Excellent written, organizational, communication and customer service skills
Ability to research and resolve issues escalated due to complexity and/or time restrictions
Must work well in a multi-task environment
Must be a self-starter, with the ability to establish priorities
Must have strong interpersonal skills for dealing with customers on a one on one basis
Must possess strong troubleshooting and analytical skills to work through issues
Must possess the ability to assist customers remotely over the phone, via remote control software or in person Preferred Qualifications
A+ certification preferred
Clinical experience a plus
Minimum 2 years helpdesk/customer service experience
2 years Personal Computer and Software Support