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El Camino Hospital - Mountain View, CA
posted 20 days ago
About the position
The Help Desk Technician II is a member of the Help Desk Group within Technical Services. Responsible for fielding, diagnosing, and troubleshooting incoming customer requests and issues via the phone and e-mail within a 24x7x365 high-availability healthcare environment. Provides first line support services to both local and offsite customers with technical problems and requests including connectivity, access, computer hardware, operating system, and software application functions. Provides timely completion of requests and resolution of problems or escalation of those that cannot be handled directly to appropriate technical personnel. Provides ticket status updates to management and customers. Follows documented operating procedures and customer services guidelines for Help Desk support. Produces regular statistical reports around customer experience with metrics around incoming call volumes, tickets, first call resolution, and turnaround. Responsible for user account management in Active Directory and within applications, including adds, changes, and deletions in accordance with defined policies and procedures. Conducts regular audits and creates reports for review to ensure user account databases are kept current with all required information and appropriate access. Must have strong communication and customer service skills to successfully work with a wide variety of customers to identify, troubleshoot, and resolve problems. Daily interaction with customers, Applications Analysts, Technicians, Engineers, and other members of Information Technology on the day-to-day operations of the environment. The Help Desk Technician may be required to work a variety of shifts including weekends, and holidays as scheduled.
Responsibilities
- Field, diagnose, and troubleshoot incoming customer requests and issues via phone and e-mail.
- Provide first line support services to local and offsite customers.
- Complete requests and resolve problems or escalate to appropriate technical personnel.
- Provide ticket status updates to management and customers.
- Follow documented operating procedures and customer service guidelines.
- Produce regular statistical reports around customer experience.
- Manage user accounts in Active Directory and applications.
- Conduct regular audits and create reports for user account databases.
- Interact daily with customers and IT team members.
Requirements
- Two years relevant Help Desk experience in Information Technology within healthcare or other 24/7 high-availability environment.
- Strong communication and customer service skills.
- Interpersonal skills necessary to train non-technical users.
- Strong ability to diagnose, troubleshoot, and resolve technical issues.
- Demonstrated ability to acquire technical knowledge dynamically and quickly.
- Ability to respond positively in stressful situations.
- Knowledge of relevant call tracking and ticket management applications.
- Understanding of client/server computing and basic networking topology.
- Working knowledge of Microsoft Windows, Word, Excel, and Outlook.
- Excellent written/verbal interpersonal communication and problem solving skills.
- Ability to manage own time and schedule tasks.
- Demonstrated resourcefulness, initiative, and analytical abilities.
- Ability to read, write, hear, and verbally communicate in English.
Nice-to-haves
- Successful completion of additional related certification such as MCP, Help Desk Institute CSR, Help Desk Institute SCA, etc.
Benefits
- Reasonable accommodations for qualified individuals with a disability.
