Frontline Tech Support Analyst

Dartmouth-Hitchcock Medical Center

Bennington (VT)

On-site

USD 42,000 - 60,000

Full time

5 days ago

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Job summary

Dartmouth-Hitchcock Medical Center is seeking a frontline technical support professional to assist end users with software and hardware issues. Responsibilities include handling tickets from receipt to resolution, triaging complex problems, and escalating as needed.

The role requires independent work and teamwork within a fast-paced IS environment. The ideal candidate has a high school diploma, basic troubleshooting knowledge, and flexibility to work a varied schedule.

Qualifications

High school diploma or equivalent.
Basic knowledge of troubleshooting methodologies.
Flexible schedule required.

Responsibilities

Provide frontline technical support in person and over the phone for software and hardware issues.
Document, triage, and escalate tickets as needed; aim for first-call resolution when possible.
Monitor queues and take ownership of tickets based on priority and daily assignments.
Offer high level of customer service; communicate status and resolutions to users and stakeholders.
Assist with information gathering for ticket creation and ensure user-friendly resolutions.
Maintain proficiency with ticketing and problem-management tools, including ACD systems.
Collaborate with IS teams and provide training or guidance to teammates as needed.
Lead small projects with defined workflows and minimal supervision.