JOB SUMMARY:

The Service Desk Technician II is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.

Service Desk Technicians need to balance creative and technical problem-solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need for work.

SPECIFIC RESPONSIBILITIES:

Field Incoming Help Requests -One of the main duties of a Service Desk Technician is to handle incoming queries and help requests from end users, either via email or over the phone. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user’s issue.
Resolve IT Support Requests -If possible, Service Desk Technicians directly resolve user technical issues as they arrive. This can involve remotely accessing the user’s computer and making changes to their system and settings. In other cases, the Service Desk Technician walks the user through steps they can take to resolve the issue on their own. For relatively simple issues, the Service Desk Technician can quickly devise a solution to the problem without the IT department taking further action.
Escalate Advanced Cases - Service Desk Technicians escalate user support requests to higher-level IT Technicians if they are unable to resolve the issue on their own. They provide supervisors or Technicians with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user’s problem. For particularly complex cases, the Service Desk Technician may receive the user’s hardware so that IT Technicians can conduct analyses and determine how to fix the problem.
Maintain Service Records -Throughout the user support process, Service Desk Technicians maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and also provide IT departments with data regarding recurring issues and problems reported by multiple users. By maintaining detailed records, the Service Desk Technician can also look at a user’s history of software or hardware issues and make recommendations to prevent future problems.
Perform System Testing and Updates -Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs. This helps to prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system. Assist users through update and installation processes for software and peripherals.
Maintain IT Documentation -Support department-wide operations by creating, editing, and maintaining IT documents. This can include FAQ documents for users that detail common issues and how to resolve them without opening a help desk ticket, department documents that outline standard operating procedures and practices, and help sheets that can be distributed throughout the organization.
Maintain IT Hardware Inventory -Service Desk Technicians document all IT Hardware in organization’s inventory software as well as the hardware’s location. Maintains storage of surplus stock and disposes of retired hardware of based on organization’s policies.

User Account Administration -Create appropriate accounts for new users according to departmental procedures and guidelines established in Network Account Eligibility Policy. Use Active Directory and other client customized application for user account provision and de-provisioning. Maintains a permanent list of all HIPAA-related user accounts ensuring these logins are never reused. Audits user accounts every 90 days per policy. Assists users with password resets and verifies identities by using secure methods.

Onboarding / Offboarding Users -Prepare accounts, login instructions, hardware, and desk setups for new hires and affiliates. Performs IT orientation for New Hires. Removes access and hardware after employees and affiliates last day of work.

Other -Attends meetings, training classes, and serves on committees as assigned. Maintains all work areas in an organized manner to facilitate the smooth function of the entire department. Maintains a high standard of ethics, abiding by departmental procedures, and respecting confidential information encountered in the course of the position.

This role description is a general description of the essential job functions. It is not intended to describe all the duties the Service Desk Technician may perform.

KEY COMPETENCIES:

Communication Skills

Effectively and respectably communicate with other individuals, whether it be a colleague, patient, or patient’s family member and appropriately enumerate information in a manner easily understood by all parties. We do this to foster a culture of understanding between all parties, especially in complex and difficult situations, to ultimately provide the best care possible to our patients and their families.

Decision Making

Ability to make the most appropriate decision in a given situation and then taking the next steps to ensure appropriate and timely completion. This requires conflict resolution skills, critical thinking skills, confidence in your ability to make the right decision in most situations. This also includes ability to prioritize your workday appropriately to ensure the most important tasks are completed on time.

HealthCare Knowledge

Having the drive to keep yourself abreast and up to date on the new breakthroughs in your area of expertise and communicating them to the rest of the team, as appropriate. This also includes keeping up with your licensure and yearly training requirements within your area expertise along with MAHEC’s organizational training. Finally, the ability to apply the depth of knowledge maintained and gained through this process in real life scenarios as appropriate.

Interpersonal Skills

Showing the ability to meet difficult situations with grace, professionalism, and understanding. Within your area of expertise, showing respect and showing empathy where appropriate with your colleagues, patients, and their family at all times, even when its most difficult to do so. This is done, in part, by effective listening, being your authentic self, showing responsibility and dependability, and being patient with others.

Organizational Values

Adherence to MAHEC’s founding principles and incorporating them every day. This includes, among others, having integrity and accountability, reverence for other cultures and equitable practices, ability to manage change, and displaying a clear understanding of organizational dynamics. Doing these things creates a culture where people want to do the best for each other and gives personal ownership towards the goal of helping people in their time of need.

Problem Solving

Having an analytical mind and ability to work autonomously to solve complex problems that may arise. The wherewithal to think logically through a difficult problem and come to an appropriate resolution for a given issue. This helps to drive continuous improvement by thinking through where we can improve in a novel way. Measures success by understanding where we are currently and where we want to go and then applying those new ideas to affect positive change.

SPECIFIED SKILLS

TECHNICAL
- Requires intimate knowledge of Windows 10 and Office 365 products, basic knowledge of networking and active directory.

PHYSICAL DEMANDS

Frequently moves computer equipment weighing up to 50 pounds across campus and to satellite locations.
Frequently positions self to install computer equipment including under desks.
Constantly operates a computer.

SUPERVISORY RESPONSIBILITIES:

Not Applicable.

EDUCATION AND EXPERIENCE

MINIMUM QUALIFICATIONS: Any combination of education and/or experience equivalent to a four-year degree in computer science or information systems management and a minimum of 2 years of experience; OR Associate degree in computer related field and a minimum of 4 years’ experience.

REQUIRED LICENSES:

This position is categorized as a designated driver position and requires use of a MAHEC-owned or other vehicle to conduct MAHEC business on a regularly scheduled basis (e.g. daily, weekly, or for work essential for the employee's job).

SCHEDULE:

Regular attendance on-site is an essential function of this position. Typical business hours are Monday – Friday, 8:00 am to 5:00 pm (or flexed to best meet the needs of the clients and/or the Division); 40 hours per workweek; weekend, holiday, or evening coverage is occasionally required. Work hours will need to be flexible in order to respond to special work assignments, or evening activities, as requested by the team leader.

Is on an afterhours on-call rotation for emergency on-site support for critical 24/7 IT business functions. Escalates to Tier 2 on-call as necessary.

POSITION COMPENSATION: $24.38/hour, full time with full benefits available

At MAHEC,we strive to equip all team members with Total Rewards (pay + benefits) to honor their service, support their health, manage their financial security, build their career, and thrive.

All MAHEC employees and learners will be required to receive the Flu vaccine or have an approved exemption.

MAHEC Talent Management is located at 121 Hendersonville Road, Asheville, NC 28803. Equal Opportunity Employer. Black, Indigenous, People of Color and Spanish/English bilingual persons are strongly encouraged to apply.With this in mind, studies show that women, gender diverse, and BIPOC candidates are less likely to apply unless they meet all of the qualifications listed in the job description.

If you are interested in this role, and you have related experience and qualifications, we encourage you to apply or reach out toAskTalent@mahec.net for support in your job search process. You could be the talent we are seeking for this or other opportunities.

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