Major Responsibilities:Troubleshoots, answer questions and resolves basic to moderately complex problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.Gathers information from the Team Member by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assist with simulating user incident/request in order to resolve. Escalates problems requiring more complex support.Analyze problems and arrives at workable solutions. Provide callbacks or follow-up with end user as necessary in order to “close” the problem and maintain a successfully call closure rate.Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).Escalates unresolved interactions appropriately. Performs routine procedures as requested or to resolve issues. Provides technical hints and tips to proactively assist customers.Identifies ways of reducing calls to the Service Desk and notifies Service Desk Leadership.Interacts with other HIT resources and business trainers to restore service and/or correct issues.Performs assigned security administration functions.Provides assistance during unscheduled system outages or with unresolved issues to ensure a timely service response.Adherence to all AAH Policy and Procedures.
Licensure, Registration, and/or Certification Required:None Required.
Education Required:High School Graduate.
Experience Required:Typically requires 3 years of experience in a technical customer support role.
Knowledge, Skills & Abilities Required:Proficiency with network printers, Windows OS, Microsoft Office and Office 365. Excellent interpersonal and customer service skills, as well as a solid foundation of call centers and call tracking system. Demonstrated technical aptitude and ability to learn quickly and support software applications. Demonstrated knowledge of technical components of an Information System, including basic hardware, platform, database concepts, and terminology. Ability to manage multiple priorities in a dynamic work environment. Strong analytical and problem-solving skills. Excellent verbal communication skills and the ability to interact with a diverse client population. Ability to use/manage a standard multiple-line telephone system. Ability to travel to off-sites to provide Service Desk application support for AdvocateAurora Facilities. Ability to maintain confidentiality and work as a team.
Physical Requirements and Working Conditions:Must be able to site for extended periods of time. Must be able to perform fine hand manipulation when using a keyboard. Position may require travel which may result in exposure to road and weather hazards. Exposed to a normal office environment. Operates all equipment necessary to perform the job.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.