Thank you for your interest in joining our team! Please review the job information below.
General Purpose of Job:
This position provides support for all corporate computer assets. Installs, modifies, and makes repairs to helpdesk hardware and software systems; provides technical assistance and training to system users; and determines required software and hardware in conjunction with end users.
Essential Duties and Responsibilities:
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.
Maintains utmost level of confidentiality at all times.
Adheres to hospital policies and procedures.
Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines.
Inspects helpdesk equipment and prepares equipment for delivery to end user.
Enter all incoming calls to the ticketing system database appropriately.
Be responsible for timely closure of help desk tickets.
Monitor outstanding help desk tickets for escalation.
Installs and maintains hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
Loads specified software packages such as operating systems, word processing, or spreadsheets onto computers.
Must have a working knowledge of network client setup, such as installing client software and setting up TCP/IP on client workstations.
Ability to support users remotely via remote control applications, RDP, or SMS.
Basic understanding of networking concepts for troubleshooting purposes.
Immediately solve as many incoming calls as possible within the scope of knowledge.
Perform follow-up as necessary.
Route assigned help tickets to the appropriate person.
Answer questions regarding system procedures, system status, system downtime and downtime.
Stay informed of all changes to the systems that affect customers.
Be able to ask the correct questions to discern the urgency of the problem.
Follow written and/or oral instructions regarding applications to be processed by standard operating procedures and techniques, which are relatively repetitious.
Be fully able to communicate information to other employees within the department or hospital and responsible for shift maintenance which will include vacuuming of computer area and all related equipment to insure proper operation as per departmental guidelines.
Other duties as assigned by the Helpdesk Manager.
Perform the following duties:
System & Desk-side Services
User account creation
Password resets
Print services
Basic system troubleshooting
Re-imaging PC’s
Repairing/Replacing PC’s & Printers
Email Services
User accounts
Password resets
Email client configuration
PC, Applications and Network Support
Advanced troubleshooting & problem escalation
Telecom Support Admin
Receive requests – follow up on requests
System failure communication
Ensure proper documentation is completed for tickets, PC setups, and configuration changes
Education and/or Experience:
High school diploma or general education degree (GED); and 2 years experience preferred.
Preferred certifications: A+ and Microsoft Certified Professional (MCP).
Skills Required
- High school diploma or GED
- 2 years experience
- A+ certification
- Microsoft Certified Professional (MCP)
- Working knowledge of network client setup and TCP/IP configuration
- Ability to support users remotely via remote control applications, RDP, or SMS
- Basic understanding of networking concepts for troubleshooting
- Experience with ticketing system entry, monitoring, escalation, and timely closure
- Experience re-imaging PCs and repairing/replacing PCs and printers
- User account creation, password resets, and email client configuration experience
- Ability to document tickets, PC setups, and configuration changes
- Adherence to hospital policies, confidentiality, and corporate compliance
What We Do
We provide the absolute best pediatric care in South Texas, where care and community come together. Together, we heal
