Support the UMMC IT device user community by delivering first tier help desk assistance and documenting each request end-to-end.

Participate in a rotating call phone system and support workflow via the team email account, end user self-service ticket creation, and other UMMC communication channels for technical issues and requests.
Document and/or update customer documentation in the ticketing software to accurately describe the problem or request.
Use provided guidelines to support consistent handling of inquiries.
Assess and determine urgency of each customer inquiry, and document the urgency in the ticket.
Use remote support software to gather additional problem details; include screen shots and other relevant information to assist upper level support teams.
Provide a resolution when possible, or route the issue or request to the appropriate technical support team.
Contribute to special projects as directed by the department manager.
Provide input to team documentation to maintain accuracy and appropriate updates.
Recognize and report problem trends to leadership based on incoming customer communications.
Follow the general nature of listed duties; management may add or change responsibilities at any time.

Strong, positive, professional interpersonal skills for interactions with a wide range of constituencies.
Strong verbal and written communication skills.
Ability to analyze and synthesize information, determine solutions, and evaluate solution usefulness.
Ability to work independently in a 24x7x365 robust team environment.
Ability to comprehend and apply knowledge to new or changing situations.
Proficiency in the Microsoft office suite of products.

Occasional working hours significantly beyond regularly scheduled hours.
Occasional traveling to offsite locations.
Occasional activities subject to significant volume changes of a seasonal/clinical nature.
Occasional bending, reaching, standing, twisting, and walking.
Frequent sitting.
Workload frequency: occasional up to 20%, frequent 21% to 50%, constant 51% or more.

IT Help Desk Technician - Associate_ Division of Information Systems

Job Description