Tier I Help Desk Role in Cincinnati, OH at Vaco

Date Posted: 6/12/2019

Job Snapshot

Job Description

Job Description

Title: Desktop Support Tech. I/II

Reports To: Director of IT

Position Summary:

The Desktop Support Tech. will strive to resolve customers' technical issues effectively and efficiently while providing the highest level of customer service possible. Individuals assigned to this position will normally perform duties independently and according to established company procedures and practices. This employee will perform a variety of duties, to include, but not be limited to, customer support, software/hardware troubleshooting, process/procedure design and documentation, and general administrative and technical tasks.

Essential Duties and Responsibilities:

  • Identify, research, and resolve technical problems for customers.​
  • Respond to telephone calls and trouble tickets for a variety of technical support issues in a timely and courteous manner.​
  • Document, track, and monitor issues to ensure timely resolution.​
  • Work in collaboration with the System Engineers and clinical staff to resolve problems.​
  • Design, image and deploy hardware solutions.
  • Assist in evaluating, documenting, and deploying corporate software tools.
  • Perform general technical and administrative tasks.
  • Paid evening, weekend and holiday on-call support as determined by rotation.​
  • Primary scheduled work hours during 1st shift.​

Qualifications Required:

Education and/or Experience:

  • Bachelors Degree in technical field or equivalent combination of Associates Degree and experience in helpdesk and customer support.
  • Experience in a customer support environment, with knowledge of helpdesk protocols and processes.
  • Experience in healthcare, radiology, PACS, or medical informatics a plus.

Technical Skills Required:

  • Ability to troubleshoot a variety of software and peripherals
  • Use of remote access and troubleshooting tools.
  • Familiarity with Microsoft Windows operating systems.
  • Proficient in the use of commercial software packages such as Microsoft Word, Excel and PowerPoint.​​
  • Basic knowledge of networking.​
  • Ability to effectively troubleshoot and resolve problems with all levels of management and users.​

Other Knowledge, Skills and Abilities:

  • Ability to work independently and efficiently.​
  • Ability to promptly answer support related email, phone calls, and other electronic communications.​
  • Self motivated, detail-oriented and organized.​
  • Excellent interpersonal communication skills and strong analytical and problem-solving skills.
  • Commitment to positive client service mentality.
  • Ability to organize and prioritize work activities and to handle multiple projects simultaneously.
  • Ability to make practical decisions and independent judgments without appreciable direction or advance preparation.
  • Willingness and flexibility to support customer needs.