Associate Help Desk Technician

Baptist Memorial Health Care Corporation; Memphis (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Baptist Memorial Health Care Corporation is seeking an on-site Help Desk Technician in Memphis, TN to provide initial technical support for employees via phone, email, and messaging. You will troubleshoot software and hardware issues across laptops, desktops, tablets, and smartphones, and log support tickets for tracking.

Complex issues will be escalated to second-level Technicians, with overtime and on-call as required.

Qualifications

• At least 2 years of experience, or an Associate's degree.
• Experience providing user support in a IT environment is a plus.

Responsibilities

• Provides technical assistance to computer system users.
• Solves problems dealing with a limited variety of concrete variables by interpreting written and verbal information and screenshots or data.
• Maintains current knowledge of hospital information systems, software, networks and telecommunications technologies.
• Uses standard tools to analyze, diagnose and resolve problems.
• Logs and documents support tickets and cases.
• Escalates complex issues to second-level Help Desk Technicians.
• Performs overtime, callback, and on-call as required.
• Performs other duties as assigned.

Skills

Technical support

Troubleshooting

Phone & email support

Documentation

Education

Associate's degree or equivalent experience

Job description

Overview

Provide initial employee support for technical inquiries received via phone, email, and messaging applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets and/or cases. For more complex issues, transfer internal customers to second-level Help Desk Technicians. Incumbent is subject to overtime, callback, and on-call as required. Perform other duties as assigned.

Responsibilities

• Provides technical assistance to computer system users.
• Solves problems dealing with a limited variety of concrete variables by interpreting written and verbal information and screen shots or other data supplied.
• Maintains current knowledge of hospital information systems, software, networks and telecommunications technologies.
• Uses standard tools, knowledge and experience to analyze, diagnose and resolve problems.
• Contributes to evaluation and maintenance of existing support documentation.
• Completes assigned goals.

Specifications

Experience

Minimum Required

• 2 years experience or educational equivalent of Associate's degree.

Preferred/Desired

• 2 years experience or educational equivalent of Associate's degree.

Licensure

Minimum Required

• DRIVER'S LICENSE (CURRENT)