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Help Desk Technician (Full Time, 32 hours per week)

Company: Sonoma Valley Hospital
Location: Sonoma
Posted on: June 26, 2022

Job Description:

The Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain customer expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide remote or in-person assistance desktop level.Provides first contact support for incoming requests to the help desk via phone, email and in person requests to ensure courteous, timely and effective resolution of end user issues.Performs desktop support, including software and hardware installation and upgrades, file backups, application configuration and desktop application use and troubleshooting to meet the end user needs.Records, tracks, and documents the help desk incident - solving process, including all successful and unsuccessful decisions made and action taken, including and up to resolution of the incident.Sets up, modifies, and troubleshoots a variety of requests or issues related to use of communication equipment and systems. Ensures telephone handsets, voice mail, audio and visual equipment are in working condition and meets the end user needs.Installs, configures, tests, maintains, monitors and troubleshoots end-user workstations and related hardware and software in order to meet end-user needs to perform their jobs.Coordinates relocation of employee workstations with the Facilities Coordinator as needed. Ensures computers, printers, phones and other peripherals are functioning after each move.Coordinates and performs in-depth application tests and compatibility with other existing systems as applications are newly implemented or upgraded.Recognizes when there are signs of a systemic or complex problems, sharing such concerns with IS leadership in a timely fashion, and working with the IS team to resolve such matters. Education: An associate's degree or equivalent from a two-year college or technical school; or an equivalent combination of education, training, and experience that provides the necessary knowledge, skills, and abilities required for the position. Bachelor's degree, preferred.Experience: At least three (3) years of previous hands-on experience with enterprise and desktop applications, including Microsoft Windows. Proven experience with troubleshooting principles, methodologies and issue resolution techniques in a healthcare setting. Experience working in a team-oriented, collaborative environment.Licenses & Certifications: Any field related certifications a plus but not required.Required Skills & Knowledge: Proficient in Microsoft Office 365 and proven ability to assist users successfully with troubleshooting computer issues. Exceptional interpersonal and customer service orientation. Ability to learn quickly and contribute to a team effort; excellent analytical and problem-solving abilities, utilizing a methodological, investigative and inquisitive approach; the ability to manage expectations; excellent verbal and written communication and presentation skills; ability to take initiative. Knows when to ask for additional support from team or management. ID: 2021-1419 Street: 347 Andrieux Street

Keywords: Sonoma Valley Hospital, Vallejo , Help Desk Technician (Full Time, 32 hours per week), Professions , Sonoma, California

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