IS Service Desk Tech I

• Provides first level support and resolution utilizing Service Desk tools for basic hardware, network, software, and application problems.
• Ensures that Service Desk calls are answered promptly and functions as the problem "owner" for most day-to-day service delivery problems.
• Evaluates and/or escalates calls for urgency, complexity, and organizational impact when first level technical support and resolution fails.
• Responsible for documenting all inquiries, from initial call to incident resolution using the ITSM system.

• Ensures the computer environment is secure, clean at all times, and all maintenance and shift turnover procedures are followed.

• Ensures all problems have been assigned to the appropriate individuals for resolution.
• Monitors the progress of all Service Desk calls including prioritizing and tracking calls assigned to other team members.
• Provides feedback to IS personnel on the use of departmental service agreements and effectiveness of the "first-call" personnel within customers areas.
• Provides feedback to IS Leadership as to the time, nature, and frequency of client calls. Recommends system modifications to reduce user problems.
• Provides excellent customer service and develops relationships through follow-up and customer contacts.

• Helps create and expand the service desk problem solving database through documentation of day-to-day problems.
• Recommends or continuously adds updates to procedural and resolution information within the Service Desk software.
• Uses software and hardware pertinent to the detection and resolution of desktop computers and network problems.

• Resets user’s passwords ensuring that CMH standards for strong passwords are followed.
• Enables user accounts after following the standard security checks.

• Adheres to established department security policies
• Follows procedures in dealing with violations of security experienced during the work shift.
• Performs preventative maintenance as specified by the device manufacturer’s standards.
• Ensures all housekeeping and maintenance functions are performed in a timely and scheduled manner.
• Communicates effectively with other shifts in order to ensure a smooth shift transition.

Education and Experience:

• Bachelor’s degree in Information Services.

OR

• Associates degree in business, management information systems or related field
• One year experience in technical support or supporting local area networks and desktop information systems.

OR

• High School Diploma and two years of experience in field engineering or desktop/mobile support. Experience may substitute for degree.

Knowledge, Skills, and Abilities:

• Ability to engage patients and team members utilizing the CMH Experience Standards:
  • I am creating a warming, caring, and non-judgmental environment.
  • I am actively listening and seeking information.
  • I am honest, truthful, and consistent.
  • I am respectful, treating all individuals with dignity and empathy.
  • I am serving as a role model, taking both initiative and ownership when appropriate.
  • I am working collaboratively and demonstrating teamwork.
  • I am resilient and adapt to change in positive ways.
• Serve as the champion of the patient and team member experience by providing an A+ experience to every patient and team member, every day.
• Exceptional Customer Service skills
• Excellent phone and communication skills
• Excellent documentation and follow-up skills
• Excellent attention to detail and accuracy skills
• Expert in navigating HRIS databases or operational systems
• Proactive in employee engagement
• Proactive in resolving issues independently or collaboratively with colleagues
• Ability to take direction and operate independently
• Ability to work in high volume, fast paced setting