Help Desk Support - Senior, IS Enterprise Services, Days

Norton Healthcare; Whitner (KY); On-site; USD 55,000 - 75,000; Full time

Job summary

Norton Healthcare seeks a Senior Help Desk Support in IS Enterprise Services to deliver end-user support for PC, server applications, and hardware. The role involves working with Information Services to resolve issues, support production systems, and provide Level I–III telephone support with a focus on customer service and timely resolutions.

The ideal candidate has AD, MS Office, Windows expertise, and experience in a Helpdesk/Client-Server environment, with strong analytical skills and the

Qualifications

• Three years in a call center environment.
• Experience in Helpdesk and Client Server environments.
• Active Directory concepts and Windows/MS Office proficiency.

Responsibilities

• Provide Level I–III telephone support for end-users.
• Assist end users on project and issue related tasks.
• Support production systems including changes and enhancements.
• Coordinate with Information Services to restore service and identify/correct core problems.

Skills

Active Directory concepts

MS Office

Windows platforms

Customer service

Analytical skills

Helpdesk experience

Education

High School Diploma or GED

Microsoft Certification (MCPS/MCP)

Tools

HDI

ITIL

Job description

Help Desk Support - Senior, IS Enterprise Services, Days

The Help Desk Support-Senior role provides support to end-users for PC, server applications, and hardware. May interact with other departments within Information Services to restore service and/or identify and correct core problems.. Supports production systems including enhancements and change control. Provides Level I, II, and III telephone support for the organization.. This individual will also work with end users on a continuous basis assisting on both project and issue related tasks. Proficiency in Current MS Office and Windows Platforms, Experience in Helpdesk environment as well as Client Server Environment. Have excellent customer service skills for both internal and external customers. Achieve issue resolution through strong analytical skills. Active Directory concepts and techniques. Ability to perform under time constraints and deadlines in a constantly changing/ fast paced environment.

Responsibilities

The Help Desk Support-Senior role provides support to end-users for PC, server applications, and hardware. May interact with other departments within Information Services to restore service and/or identify and correct core problems.. Supports production systems including enhancements and change control. Provides Level I, II, and III telephone support for the organization.. This individual will also work with end users on a continuous basis assisting on both project and issue related tasks. Proficiency in Current MS Office and Windows Platforms, Experience in Helpdesk environment as well as Client Server Environment. Have excellent customer service skills for both internal and external customers. Achieve issue resolution through strong analytical skills. Active Directory concepts and techniques. Ability to perform under time constraints and deadlines in a constantly changing/ fast paced environment.

Qualifications

Required:

• Three years in a call center environment
• Support Center Analyst (HDI) Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership. AND Information Technology Infrastructure Library Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership.

Desired:

• High School Diploma or GED
• Microsoft Certified Professional OR Microsoft Certified Solutions Expert