Help Desk Operator
Blanchard Valley Regional Health Center

Job Info

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PURPOSE OF THIS POSITION

The entry level Help Desk Operator is responsible for providing Tier 1 telephone support to BVHS associates. This position will also provide first level PC support for the hospital and its related clinics. This position will also document all calls including a description of the problem, a resolution tier, priority, any other pertinent details and escalate to the proper group for resolution.

JOB DUTIES/RESPONSIBILITIES

Duty 1: Maintains and updates documentation and knowledge base articles for job duties and responsibilities

Duty 2: Interfaces with end users to resolve problems, determines best methods of solving issues, troubleshoot problems, etc.

Duty 3: Maintains current technical knowledge to support rapidly changing technology, always on a look out for new technologies and work with management and development team in bringing new technologies to the organization. Including but not limited to participating in technology forums and industry user-groups

Duty 4: Serves as primary phone operator on shift

Duty 5: Documents, maintains, upgrades or replaces hardware and software systems

Duty 6: Maintains assets in asset management applications.

Duty 7: Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.

Duty 8: Manages PC images, patches, and application rollouts

Duty 9: Resolves all Tier 1 problems which are defined as those problems resolvable within 10 minutes, or in accordance with defined SLA.

Duty 10: Assigns and routes all Tier 2 and 3 problems to the most appropriate support group or person.

REQUIRED QUALIFICATIONS

• 1+ years of customer support in a technical field and
• 1 to 3 years of technical support experience
• Scripting experience utilizing any of these scripting languages - PowerShell, VB Script, Winbatch, Batch
• The ability to work independently as well as in a team environment
• Ability to be on call
• Well-developed communication, organization, and customer relations skills
• Strong technical skills
• A positive attitude and a professional appearance
• Ability to create and maintain operating system images
• Knowledge of software and operating system deployments utilizing automation, helpful
• Positive service-oriented interpersonal and communication skills required.

PREFERRED QUALIFICATIONS

• A+ Certification preferred
• Microsoft Certified Desktop Support Technician Certification preferred
• preferred

PHYSICAL DEMANDS

This position requires a full range of body motion with intermittent activities in walking, sitting, lifting, bending, squatting, climbing, kneeling, twisting and standing. The associate will be required to lift 50 pounds or more. This position requires individuals to lift work above the Shoulder. The associate must have corrected vision and hearing in the normal range. Individual must have excellent verbal communication skills to perform daily tasks.

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