General Summary

Under general supervision, provide customer service support, interacting with staff in a professional manner while providing excellent customer service as the highest priority responding to and resolving or escalating requests. This position may require shift work and/or an alternative schedule.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Provides a timely response to advanced service requests. Provides first level problem analysis and problem resolution for advanced issues. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments. Resolves or escalates service requests when necessary. Mentors Associate Help Desk Staff.
2. Uses Helpdesk Call Tracking application to log all service and update requests accurately and well detailed. Collects data from customers to aid problem determination/resolution of request. Provides on-going follow up to customers until resolution of issue.
3. Provides advanced customer assistance to identify and specify the nature of the request or problem. Provides advanced troubleshooting and assists customers with systems issues including Applications, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers. Assists in training staff.
4. Provides Access Control for assigned applications following established security policies and procedures.
5. Provides written documentation for the IT Service Desk knowledgebase.
6. Provides escalation to IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
7. Prepares and distributes Emergency Downtime Communications. Maintains distribution lists.
8. Notifies appropriate IT Tiered support teams for mission critical issues and adheres to department escalation policy.
9. Assists in collection and analysis of real-time trending information.
10. Orients and transfers knowledge to junior staff.