IT Hospital Service Desk Technician 1

Glendora-Hospital; Glendora (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

Glendora Hospital is seeking a Service Desk Technician 1 to provide entry level to intermediate level technical support for desktops, laptops, applications and related systems. This is a customer service role for all employees across College Medical Center, Hawthorne and Glendora Hospital with occasional travel and a 7-day on-call rotation every 4–5 weeks.

You will receive requests via telephone and e-mail, document the resolution process, perform hands-on fixes in a Windows environment, manage

Qualifications

• High School Diploma or GED required.
• Technical skills in PC hardware, network troubleshooting, Windows OS, and Microsoft applications.
• Clear written and spoken communication essential.
• Strong customer service and problem-solving abilities.
• Ability to troubleshoot and identify why a PC is performing a certain behavior.

Responsibilities

• Test fixes to ensure problem is resolved.
• Record, track and document service desk requests through to resolution.
• Perform hands-on fixes at the desktop level, including software installation, email, hardware, and backups.
• Add, remove or update user account information.
• Apply diagnostic utilities to aid troubleshooting.
• Access updates and resources to aid resolution.
• Monitor interface, application and network systems and escalate as needed.
• Install and repair hardware, software and peripherals following specs.
• Provide Cerner troubleshooting.
• Provide 24x7 production support as part of on-call rotation.

Skills

PC hardware

Network troubleshooting

Windows OS

Microsoft applications

Communication skills

Customer service

Troubleshooting

Education

High School Diploma or GED

Job description

Glendora Hospital is proud to be part of College Hospitals. We are dedicated to the highest quality of customer services delivered with a with a sense of warmth friendliness and organizational pride. Become part of a team that provides a respectful environment, flexibility, a tight knit group and autonomy to utilize your knowledge and experience.

Job Summary

Glendora Hospital is looking for a Service Desk Technician 1 to provide entry level to intermediate level 1 technical support of desktop computers, laptops, applications and other systems. This is a customer service role to all employees employed by College Medical Center, Hawthorne and Glendora Hospital also including multiple Partial Programs. Some travel may be required. You will field incoming requests to the Service Desk via both telephone and e-mail tickets to ensure a courteous, timely and effective resolution of end user issues. The position does require a 7 day call rotation every 4-5 weeks.

Duties also Include:

• Test fixes to ensure problem has been adequately resolved.

• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, e-mail, installing hardware, implementing file backups, and configuring systems and applications. (big Windows environment)

• Add, remove or update user account information.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

• Performs interface, application and network monitoring using several utility management systems, and create applicable work orders Escalate problem (when required) to the appropriately experienced technician

• Install and perform minor repairs to hardware, software and peripheral equipment, following design or installation specifications

• Perform basic Cerner troubleshooting

• Provide production support on a 24x7 basis as part of an on-call rotation

Qualifications:

• High School Graduate or GED required

• Possess technical skills in the following areas: PC hardware for workstations and laptops, Network troubleshooting, Windows operating systems, and applications such as Microsoft

• Ability to communicate effectively both written and oral is imperative, as well as efficient and accurate typing skills.

• Ability to provide an excellent customer service that results in high customer satisfaction

• Ability to troubleshoot and identify why a PC is performing a certain behavior.

Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for CMC/Glendora Hospital roles, including but not limited to shift differential and other special pay practices, etc. The posted compensation for the position is a reasonable estimate that extends from the lowest to the highest pay that CMC/Glendora Hospital in good faith believes it might pay for this particular job, based on the circumstances at the time of posting.

EEO Statement

All College Medical Centersubsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. College Medical Center subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.