Help Desk Technician

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Provides first contact customer support to end users for a variety of computer applications, hardware and related issues. Responds to customer telephone calls, e-mails for matters requiring technical support. Logs and monitors customer incidents, problems and requests to ensure timely resolution. Possesses working familiarity with a wide variety of computing devices, personal computer support concepts, practices, and procedures. Responsible for accurate user provisioning and documentation for security tracking and auditing purposes. Help desk is also responsible for monitoring the ongoing operations of the Data Center Facility.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High school diploma or equivalent AND Two (2) year of help desk call center, customer service, or application support experience required OR;

Associate degree or certificate of course completion in a technical related field OR;

Currently enrolled and entering Third Year of Bachelor’s Degree Program in Computer Science, Information Technology, Business, or informatics related field.

2. Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.

PREFERRED QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Bachelor’s degree in computer science, information technology, business or informatics related field preferred.

EXPERIENCE:

1. CompTIA A+ Certification, Cisco CCNA, HDI Help Desk Technician, Microsoft Certified Professional, or Microsoft Certified Systems Engineer, preferred

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Business Requirements and System Analysis: Provide First Level Support for caller requests including troubleshooting, escalation and/or and resolution. Use Incident Management documentation system for all incidents, problems and changes. Provides knowledge base materials in required format to be documented to the Leadership/ approver. Monitor system wide alerts, downtimes and advisories, document and escalate to appropriate support team by providing notification, updates and resolution as required. Attend all WVUHS IT Help Desk mandatory staff meetings either remote or in-person. Effectively use the Help Desk phone system as well as all hold, handling and routing state features. Effectively use organizational chart and understand enterprise-wide chain-of-command. Field 40+ calls on average per daytime/weekday shift while delivering excellent customer service. Ability to multi-task customer calls, e-mails, IT security user provisioning and data center operations.  

2. Helpdesk Analysis: Clearly and accurately document all calls in incident management software for detailed tracking of incident reporting. Route all manually assigned Incidents appropriately. Always use appropriate spelling, grammar and context when documenting incidents, problems, changes and customer correspondence.

3. System Operation and Integration: Demonstrate knowledge of currently implemented desktop operating systems. Demonstrate basic working knowledge of Microsoft Directory Services and user interface. Learn and use remote access tools for troubleshooting and resolution of basic technical issues.

4. Communications: Clearly and respectfully communicate with all customers. Actively listen and treat fellow employees, patients/families and customers with respect. Keep customers, patients/families and fellow employees, adequately informed, providing updates when appropriate. Select/use appropriate communication methods. Participate and contribute to group meetings and sessions. Demonstrate effective listening skills.

5. Customer Service: Contribute to an environment of continued improvement and value-added customer service. Anticipate service problems or challenges and proactively seek to identify and implement effective solutions. Independently pursue service recovery with assistance from peers and escalate whenever needed. Assure work processes and systems focus primarily on the patient/family and customer. Exhibit the capability to escalate priority issues to superiors when necessary or requested. Exhaust all 1st level support options before escalating issues to 2nd level support. Demonstrate respect for variety of persons, personalities, and cultures.

6. Teamwork: Performs the following core duties: participates in mentoring, training, and development of other employees. Participates in training and professional development sessions. Participates in departmental teams. Travels independently to remote sites and communicates back to the team while working offsite (if assigned). Exhibits objectivity and openness to the view of others, including patients/families and customers. Offers assistance and support to co-workers. Contributes to building positive team spirit and cohesiveness. Balances team and individual responsibilities. Works proactively and cooperatively in group problem-solving situations. Proactively works to resolve conflicts. Encourages peers to seek innovative approaches to solve problems. Engages peers/ employees in improving the quality of the work. Serves as a leader in group problem-solving situations. Leads departmental teams. Coordinates team cross training. Leads new technology projects and shares knowledge with team members. Creates presentations and/or reports for staff meetings.

7. This position may require travel to other West Virginia United Health System (WVUHS) facilities or affiliated sites to assist with implementations, training, and/or support.

8. Adheres to the established policies of the WVUHS as well as the policies of the entity or entities where the IT team member is assigned to work and/or employed.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping are necessary body movements utilized in performing duties through the work shift.

2. Ability to sit for extended periods of time.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. The work environment is a standard office environment.

SKILLS AND ABILITIES:

1. Ability to handle and maintain confidential information.

2. Ability to work well under high stress conditions.

3. Ability to work independently or cooperatively as a team member. 

4. Ability to adapt to various workloads and assignments.

5. Ability to work with multi-disciplinary groups.  

6. Must have reading and comprehension ability.

7. Must be able to type.

8. Possess good oral and written communication skills.

9. Ability to prioritize tasks

10. Ability to work in a fast paced and rapidly changing environment.  Must be flexible. 

Additional Job Description:

Advancement Opportunities

• Help Desk technicians will have opportunities to advance within their careers at WVU Medicine.

• Many of our technicians have worked their way up our career ladder to become System Analysts, Engineers, Developers, or Managers.

• As more advance positions become available, our department looks internally for candidates first before looking for external candidates. Internal growth is our focus.

• In addition, staff who like the technician role have the opportunity to advance to a Senior Technician.

Schedule

• This position is for WVU Medicine's IT Helpdesk, onsite at our Data Center Facility. The primary hours for this shift will be from 6:00 PM - 6:30 AM, Sunday - Tuesday and alternating Saturdays. This is subject to change.

• The candidate must be flexible with scheduling and willing to work other shifts as needed. This will include weekends, holidays, and overnight shifts.

• Our IT Help Desk is open 24 hours a day, 365 days a year.

Scheduled Weekly Hours:

40

Shift:

Night (United States of America)

Exempt/Non-Exempt:

United States of America (Non-Exempt)

Company:

SYSTEM West Virginia University Health System

Cost Center:

584 SYSTEM IT Technical Services

Address:

315 Point Marion RoadMorgantownWest Virginia

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.