West Virginia University Hospitals
JOB TITLE & CODE:
Associate Help Desk Technician (100912)
POSITION SUMMARY: 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 suport. 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.
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
High school diploma or equivalent required AND two (2) years 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 two (2) years of help desk call center, customer service, or application support experience required.
Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
Bachelor s degree in computer science, information technology, business or informatics related field preferred.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Other duties may be assigned.
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.
Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping are necessary body movements utilized in performing duties through the work shift.
Ability to sit for extended periods of time.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP herehttp://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htmThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
WVU Medicine is two corporations, University Health Associates and WVU Hospitals, united by a single mission: To improve the health of West Virginians and all we serve through excellence in patient care, research, and education.VU programs like Bonnie's Bus and the Oral Health Initiative aid West Virginians every year. Learn about what WVU is doing to promote healthy life styles.