Service Desk Tech II in Shawnee Mission, KS
Job title: Service Desk Tech II in Shawnee Mission, KS at University of Kansas Health System
Company: University of Kansas Health System
Job description: Position TitleService Desk Tech IIBroadmoor CampusPosition Summary / Career Interest: Provides support, through multiple channels with a primary focus on telephone support, on installation, configuration and ongoing usability of desktop computers, peripheral equipment and software. Creates and maintains knowledge articles in accordance with departmental standards.Responsibilities and Essential Job Functions
- Primary responsibility is assisting users over the telephone, through email, online chat and/or at desk side in a prompt, professional and courteous manner.
- Secondary responsibility is assisting users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
- Skilled in communication under potentially adverse situations with a focus on customer service and satisfaction.
- Responsible for obtaining information to diagnose a problem, and simultaneously create, assign and document issues into the Hospital Service Desk tracking system.
- Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs).
- Demonstrates competence in troubleshooting and resolution of reported issues and the ability to escalate through appropriate channels any issues that cannot be resolved.
- Maintains an ever-increasing level of proficiency in hardware, software, networking and other technologies related to the ITS department.
- Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs).
- Demonstrates competence in documenting trouble ticket resolutions, maintains Hospital knowledgebase articles and actively participates in maintaining and support policies and procedures.
- Demonstrates the ability to manage time and resources in the best interest of the Hospital.
- Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records.
- Identifies opportunities to see where training needs would improve productivity within the department or within the Hospital
- Trains end users on basic hardware, software and network resources, on a one-on-one basis.
- Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
- Participates in on-call rotation and provides end user support during off hours, holidays and weekends.
- Demonstrates a willingness to work as a member of a team.
- Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
- These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.
- High School Graduate
- Experience in either a Call Center or Service Desk or customer service environment.
- Experience with Microsoft Office software.
- Experience with Microsoft operating systems.
- Associates Degree in computer systems, a related field OR 1:1 equivalent experience.
- Experience in the maintenance, troubleshooting, and upgrading of computer equipment.
- Current hospital approved IT certification from an approved governing body or must hold the most current Microsoft Windows Operating System certification (e.g. Windows 10) within 180 Days