Job description

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Work Shift Day

Work Day(s) Monday-Friday

Shift Start Time 9:30 AM

Shift End Time 6:00 PM

Worker Sub-Type Regular

Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.

Job Description Acts as single point of contact for staff, parents, patients, physicians, visitors, and community partners seeking technical resolution for supported software and hardware. Provides first call resolution for customers’ technical problems while providing exceptional customer service.

Experience

• Two years of experience in a direct support help desk environment

Preferred Qualifications

• Bachelor’s degree in information technology
• Two years of experience in a healthcare setting
• Two years of experience in a network operation center
• Two years of experience in network and systems administration
• CompTIA Healthcare IT Technician

Education

• Associate's degree in software engineering or equivalent experience

Certification Summary

• Computing Technology Industry Association A+, within 90 days of employment

Knowledge, Skills and Abilities

• Proficient in Microsoft Active Directory, Office 2007 and above, and current Windows operating systems
• Proven organizational, problem-solving, analytical, and time management skills
• Proven strong oral and written communication skills with a diverse population
• Strong interpersonal skills to interact positively and productively with teams across organizational lines, including administrative/executive staff and patient care systems users
• Ability to perform job duties independently with minimal supervision in a dynamic environment subject to impromptu changes in schedules and priorities

Job Responsibilities
1.Provides first-call resolution for customers in resolving technical problems, responds to questions and requests promptly, appropriately, and professionally, and utilizes the service management system for tracking and escalation.
2.Identifies, diagnoses, and resolves level-one problem for customer network connectivity.
3.Assists with creating materials for customers' frequently asked questions.
4.Provides on-time training to proactively reduce customer downtime.
5.Follows up with status updates and ensures resolutions exceed customer expectations.
6.Monitors all interfaces across multiple platforms and systems every hour.
7.Executes communications escalation protocol for T1 systems.
8.Performs daily, weekly, monthly, and yearly scheduled backups.

Primary Location Address 1575 Northeast Expy NE

Job Family IT Support/Field Services

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