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• Provide technical support for: MS Office (Word, Excel, Outlook, PowerPoint), Windows 10, 7, or current MS OS, PC hardware and peripherals, Printers, Internet and remote access, and third-party applications, including Epic and related healthcare software.
• Efficiently triage customer issues, identify root causes, and document issues in the Help Desk application. Resolve issues or escalate to the appropriate level of support. Follow up with customers to ensure ticket closure and deliver a positive healthcare service experience.
• Manage asset documentation and perform hardware replacements. Coordinate with vendors and service providers for asset/system maintenance in a 24x7x365 healthcare environment.
• Respond to calls from healthcare system end-users, providing first and second-level support. Offer desk-side assistance when necessary.
• Enter and track all trouble calls in the problem tracking application. Follow up with users promptly to ensure problem resolution and take proactive measures to prevent recurrence.
• Perform operations and maintenance tasks in the computer room, such as monitoring disk utilization and periodic system backups.
• Configure, install, and replace end-user hardware and software using a variety of equipment.
• Maintain and operate computer equipment used in healthcare settings, including repair and maintenance. Provide assistance to vendors and outside support personnel as needed.
• Demonstrate strong troubleshooting skills while maintaining a high level of customer service when assisting healthcare end-users.
• Educational/Experience Requirements: AA Degree or higher preferred. Professional experience will be considered in lieu of education.
• Required License/Certifications: CompTIA A+ or any certs are preferred but not required.

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