Help Desk Technician is responsible for providing high quality and efficient end user support for technical inquiries received via phone, email, and messaging applications. Duties include assessing the nature of problems and resolving secondary level support issues and troubleshooting software and hardware issues on laptops, desktops, tablets, and smartphones.
Essential Functions
*Provides PC hardware and software desktop and workstation support for end users to resolve complex or escalated technology issues. Responds to questions from walk-ins and provides assistance and direction.
*Assesses the nature of support issues and identifies best solution.
*Logs support tickets in the Service Desk ticketing system with relevant details needed for tracking and resolution. Escalates as appropriate for more complex issues.
*Provides accurate, timely, and creative solutions to end-user IT problems of a moderate to complex nature to ensure end-user productivity.
*Recommends systems modifications to reduce user problems. Develops innovative new solutions to user problems.
*As requested, coaches and assists less experienced help desk staff in Helpdesk procedures and problem resolution. Provides training and support to new hires.
*Creates, updates and maintains support documentation of all Help Desk knowledge.
*Adheres to IT policies, procedures and protocols and follows standard Help Desk operating procedures.
*Use all tools/methods to collect information necessary for troubleshooting the issues presented and resolving or escalating ticket to appropriate queue as dictated by the established performance metrics.
*Ensures compliance with HIPAA regulations and maintaining the security and privacy of patient information, reporting or escalating potential non-compliance situations.