Summary of Performance Expectations:
Acts as the primary contact for the IT Service Help Desk, accurately documenting requests/issues in the ticketing system, including any actions taken, for timely resolution while maintaining excellent customer service. Assesses, installs, configures, tests, maintains, monitors, and troubleshoots end-user devices and related hardware/software using remote tools or on-site presence as needed. Serves as a trainer and escalation point for End User Support Specialists before escalating to Tier III Support. Leads peer resources on assigned tasks to ensure successful completion. Strives to ensure a positive customer service experience in all interactions.
Education & Credentials:
Required
Associate degree in Computer Science, or a High School diploma/equivalent with five years in IT technical support or service desk. Must obtain an IT support certification (e.g., CompTIA A+, HDI-CSR, Google GITSPC, ETA CNCT, or Apple ACMT) within twelve months of employment.
Preferred
Bachelor’s degree in a computer related field. CompTIA A+ or Network+ Certification.
Work Experience:
Required
Two years of hands-on experience supporting hardware such as PCs, thin clients, laptops, tablets, handhelds, printers, phones, and various peripheral devices. Experience in software troubleshooting, including Windows Operating Systems and MS Office 365. General technical understanding of network hardware, topologies, and protocols. With training and on-the-job experience, the incumbent should become proficient in the basic aspects of the position within three months of the employment date..
Preferred
Experience in customer service roles, particularly within large healthcare environments.
About Us
Our mission: Exceptional Healthcare. Every Person. Every Time.
At A Glance:
- Region’s only level III Neonatal Intensive Care Unit (NICU)
- Women’s Choice Award winner for America’s Best 100 Hospitals for Patient Experience for six consecutive years
- American College of Surgeons Accredited Comprehensive Community Cancer Center
Skills Required
- Associate degree in Computer Science, or high school diploma/equivalent with five years of IT technical support or service desk experience
- Obtain an IT support certification such as CompTIA A+, HDI-CSR, Google GITSPC, ETA CNCT, or Apple ACMT within twelve months of employment
- Two years of hands-on experience supporting PCs, thin clients, laptops, tablets, handhelds, printers, phones, and peripheral devices
- Experience troubleshooting software, including Windows operating systems and Microsoft Office 365
- General technical understanding of network hardware, topologies, and protocols
- Bachelor’s degree in a computer-related field
- CompTIA A+ or Network+ certification
- Customer service experience, particularly in a large healthcare environment
What We Do
Catawba Valley Health System is a nonprofit, locally controlled healthcare organization serving the Catawba Valley. Its flagship Catawba Valley Medical Center provides community hospital services throughout the region, with a mission focused on improving regional health, healing and comforting patients, promoting healthier communities, and ensuring access to care. The system emphasizes compassionate, high-quality services rather than profit distribution to shareholders.
