Desktop Support Specialist I

SUMMARY

Responsible for first contact with users needing technical support, providing customer service, creating support requests, resolving problems through research and troubleshooting. Performs routine duties associated with ticket creation, user satisfaction surveys, and incident tracking.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Receive support requests via phone and email
2. Enter requests for support into the ticketing system accurately and according to established processes
3. Resolve account unlock requests
4. Create new user accounts
5. Help to maintain IT inventory
6. Assign and route tickets to appropriate teams and assign priority according to established standards
7. Provide appropriate remote first level support for end users according to existing wiki documentation
8. Other duties as assigned
9. Must be able to embrace differences among people and able to interact with internal staff as well as external contacts in a culturally competent and respectful manner

ADDITIONAL RESPONSIBILITIES

• Promotes positive patient/guest relation in accordance with Mountain Park Health Center policies, providing a high level of quality in personal attention and service to patients and visitors.
• Complies with the organization Safety Policies and Procedures. Ensures compliance with governmental licensing and regulatory requirements where applicable. Conducts annual review of and complete/suggest on-going revisions of the Policies and Procedures specific to his/her department. Maintains familiarity with and abide by all established facility and departmental policies and procedures, noting changes when they are published/posted. Conducts himself/herself in a manner consistent with the Mission Statement and Values of Mountain Park Health Center.
• Observes and respects the confidentiality of information in regard to patients, visitors and co-workers employees including salary information, if exposed to any of the above referenced information in the course of his/her job function.
• Dresses according to the organizations dress code policy and procedure, as well as, complies with specific departmental regulations pertaining to employee appearance.
• Demonstrates an understanding of facility organizational structure by utilization of appropriate channels of communication. Maintain consistent, timely communication regarding all facets of departmental activities with his/her co-workers, therefore, demonstrating good customer service skills with both external and internal customers.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED);

1 - 2 Years Customer Service Experience required

Must have 1 year of IT Support experience or commensurate education.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Not required

PHYSICAL DEMANDS

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.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to sit and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Mountain Park Health Center (MPHC) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to all federal and state law, MPHC prohibits discrimination based on sexual orientation and gender identity. MPHC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.