Associate Help Desk Technician

West Virginia University Health System - Morgantown, WV

Full-time - Entry Level

Morgantown, WV

Social Assistance

About the position

Provides first contact customer support to end users for a variety of computer applications, hardware and related issues. Responds to customer telephone calls, e-mails for matters requiring technical support. Logs and monitors customer incidents, problems and requests to ensure timely resolution. Possesses working familiarity with a wide variety of computing devices, personal computer support concepts, practices, and procedures. Responsible for accurate user provisioning and documentation for security tracking and auditing purposes. Help desk is also responsible for monitoring the ongoing operations of the Data Center Facility.

Responsibilities

• Provide First Level Support for caller requests including troubleshooting, escalation and/or resolution.
• Use Incident Management documentation system for all incidents, problems and changes.
• Provide knowledge base materials in required format to be documented to the Leadership/approver.
• Monitor system wide alerts, downtimes and advisories, document and escalate to appropriate support team.
• Attend all WVUHS IT Help Desk mandatory staff meetings either remote or in-person.
• Effectively use the Help Desk phone system as well as all hold, handling and routing state features.
• Field 40+ calls on average per daytime/weekday shift while delivering excellent customer service.
• Document all calls in incident management software for detailed tracking of incident reporting.
• Route all manually assigned Incidents appropriately.
• Demonstrate knowledge of currently implemented desktop operating systems.
• Demonstrate basic working knowledge of Microsoft Directory Services and user interface.
• Learn and use remote access tools for troubleshooting and resolution of basic technical issues.
• Clearly and respectfully communicate with all customers.
• Contribute to an environment of continued improvement and value-added customer service.
• Participate in mentoring, training, and development of other employees.
• Travel independently to remote sites and communicate back to the team while working offsite.
• Adhere to the established policies of the WVUHS as well as the policies of the entity or entities where the IT team member is assigned to work.

Requirements

• High school diploma or equivalent AND Two (2) year of help desk call center, customer service, or application support experience required OR;
• Associate degree or certificate of course completion in a technical related field OR;
• Currently enrolled and entering Third Year of Bachelor's Degree Program in Computer Science, Information Technology, Business, or informatics related field.

Nice-to-haves

• Bachelor's degree in computer science, information technology, business or informatics related field preferred.
• CompTIA A+ Certification, Cisco CCNA, HDI Help Desk Technician, Microsoft Certified Professional, or Microsoft Certified Systems Engineer, preferred.

Benefits

• Opportunities for advancement within the career at WVU Medicine.
• Internal growth focus for advanced positions.
• Flexibility with scheduling and willingness to work other shifts as needed.