IT Service Desk Professional

We need this position to solve IT problems in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge and escalate (when necessary) to minimize computer downtime for Client teammates, partners, and customers. This is an over-the-phone, IT Technical Support position that includes, but is not limited to, supporting desktop applications and programs, network troubleshooting, and clinical application support.

• Using basic IT Knowledge and problem-solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues

• Using IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
• Provide maximum customer service and issue ownership
• Provide on-call support as scheduled during non-business hours
• Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
• When necessary, escalate incidents to the appropriate next level support team
• Communicate with customers, provide status updates and follow-up to ensure satisfaction
• Communicate trends and undocumented issues to supervisor, Floor Coach, NOC, and other IT teams as necessary
• Complete additional tasks and projects as assigned by Service Desk leadership