Responsible for first level problem resolutions and assistance with problems directed to the Service Desk from local or remote computer system users. This could include but is not limited to login, application, and hardware issues. In addition, this position is responsible for various computer operation duties such as system backups, report distributions, and monitoring interface files. Problems reported to the Service Desk are recorded and tracked in a computer system. Unresolved issues are monitored on a regular basis.

Our values of Excellence, Empathy, Integrity and Accountability are essential to exceed our customers’ expectations. At Reid, we look for individuals who believe in our core values and demonstrate a genuine desire to make a positive impact to those we serve.  We take pride in employing people who show up every day with a commitment to these values along with our mission and vision. We are one team working toward a common goal of providing outstanding customer care and service to our communities. If you have a calling to serve and are looking for meaningful and purposeful work, Reid Health is the place for you.

To lead our communities to well-being, one person at a time. It is not just what we do – it is who we are.

1. Answers calls to the Service Desk recording them in the designated computer system.
2. Provides the first level support for equipment and software issues reported to the Service Desk by employees, physicians, office staff, remotely connected users, etc. Calls involving more technical problems are escalated to the Desktop Support Analyst.
3. Calls require the use of remote support software to access end users computers. Staff can also require traveling to the end users’ workstation to resolve an issue. 
4. Deploys contingency equipment as needed by the end users.
5. Monitors queue of previous issues to resolve open issues.
6. Escalates issues to management that are not being addressed.
7. Provides follow up calls to previous issues to confirm problems were successfully resolved to the callers satisfaction.
8. Provides the repair or replacement of terminal and printer equipment including the setup and installation of desktop functions and preferences.
9. Evaluates equipment issue history to identify reoccurring problems that may justify equipment replacement, software adjustments, or additional employee education.
10. Performs computer operational tasks as assigned by management.
11. Prepares appropriate documentation as requested by management.
12. Is knowledgeable of the Quality Assurance and Improvement Plan and participates in the department activities as requested.
13. Performs other assignments as specified by the Service Desk Manager.

Education/Experience Required:  Technical Certification and/or two years of related experience

Education/Experience Preferred:  Associates Degree in Computer Related Field and/or Three Years of Related Experience.

Licensure: None

1. Has a basic understanding of information technology and a good working knowledge of recent developments in software systems, programming languages, utility software, networking, and computer equipment.
2. Must have a thorough understanding of microcomputer equipment and operating system software.
3. Must be competent in all functions of software packages defined as standard for use throughout the enterprise and be able to instruct others in the use and setup as defined in their job function.
4. Must demonstrate, through testing or explanation, the ability to diagnose and repair the microcomputer and printer failures defined as typical for the hospital equipment.
5. Must be able to work effectively in a team environment.
6. Is conscientious, accurate, and capable of reacting logically to unusual or stressful situations and exercise good judgment skills. 

Unexpected Perks - Daycare, Doordash, SmartDollar, Daily Pay, therapy dogs, massages, Forbes rated Best Places to Work 2022

Not quite what you are looking for? Submit your information here for general consideration. One of our employment specialists will be in touch with next steps.

EEO Statement: Reid Health is an Equal Opportunity Employer

No Search Firms:

Reid Health does not accept unsolicited assistance from search firms for employment opportunities. Please do not call or email. All resumes submitted by search firms to any employee or other representative at Reid Health via email, the internet or in any form and/or method without a vaild written search agreement in place and approved by HR will result in no fee being paid in the event the candidate is hired by Reid Health. 

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