• Provides a timely response to standard service requests. Provides first level problem analysis. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments. Resolves or escalates service requests when necessary.
• 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.
• Assists customers to identify and specify the nature of the request or problem. Troubleshoots standard issues and assists customers with various systems issues including AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers.
• Assists IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
• Assists with the preparation and distribution of Emergency Downtime Communications. Maintains distribution lists.

Education and Experience

• Participation in an intern experience from a college or university.
• Interest or aptitude for IT Support and exploration of IT Operations in a major hospital setting.