Service Desk Technician

Talentify; Ames (IA); On-site; USD 42,000 - 63,000; Full time

Job summary

Talentify is seeking a Service Desk professional to deliver exceptional customer service for the medical center. You will assist with desktops, laptops, mobile devices, printers, and related equipment, ensuring patient-centered care and rapid resolution of incidents.

The role requires IT-related education or experience, familiarity with ITIL/ITSM, and strong communication skills to engage with diverse callers and maintain HIPAA/HiTech compliance.

Qualifications

• One year IT/computer education or equivalent experience.
• One year experience as a Service Desk support or computer support technician.
• Any equivalent combination of education and experience.

Responsibilities

• Interact with customers via phone, instant message, email and in person.
• Lead discovery and data gathering during customer touchpoints to facilitate troubleshooting.
• Use ITIL framework to prioritize and escalate issues within the ITSM platform.
• Take ownership of issues, advocate for customers, and drive resolution of issues.
• Document all work thoroughly in ITSM for future reference.
• Deploys and replaces desktops, laptops, mobile devices, printers, and other equipment per lifecycle schedules.
• Maintains inventories of workstations, devices, and department supplies.
• Adheres to HIPAA/HiTech regulations and participates in on-call duties.

Skills

Windows desktop OS

Troubleshooting

Customer service

HIPAA/HiTech knowledge

Multitasking

Technical aptitude

Education

IT/Computer education (1y)

Job description

• Position Summary

  • Under general direction from the Service Desk Coordinator and IS Manager,?this Service Desk role provides exceptional customer service to the medical center. The role will provide call assistance and complete Service Desk requests related to desktops, laptops, mobile devices, printers, monitors, telephones, and other related equipment used in the medical center. Ensures all actions taken in carrying out responsibilities support patient-centered care.

• Position Responsibilities

  • Unit Specific Position Responsibilities

    • Customer Engagement

    • Positively collaborates and interacts with customers via phone, instant message, email and in person.
    • Leads discovery and data gathering during customer touchpoints to facilitate troubleshooting.
    • Utilizes ITIL framework to prioritize and escape issues within our ITSM platform
    • Takes ownership of issues, advocates on behalf of customers, and engages with colleagues to drive resolution of issues.
    • Dynamically adapts to shifting workflows via the various roles within the service desk.
    • Communicates effectively with customers throughout the service process to keeping them informed of timing and status, while also validating that we’ve successfully met their expectations.
    • Documents all work thoroughly in ITSM for future reference.

    • Troubleshooting and Resolution Duties

    • Troubleshoots and resolves issues with desktops, laptops, mobile devices, printers, monitors, telephones, and other related equipment used in the medical center.
    • Troubleshoots and resolves issues with applications.
    • Provides first call resolution by researching incident remediation options and leveraging our ITSM platform and knowledge bases.
    • Initiates service calls to hardware and software vendors as needed and takes appropriate action as directed by the vendor.
    • Moves equipment when requested.

    • Lifecycle / Deployment

    • Deploys desktops, laptops, mobile devices, printers, monitors, telephones, and other related equipment used in the medical center.
    • Images computers and installs applications via our standard deployment platforms.
    • Replaces equipment adhering to the defined lifecycle schedules and policies.
    • Maintains and monitors inventories of workstations, laptops, and other devices.
    • Maintains and monitors inventory of department supplies including patch cables, batteries, replacement printers, and other supplies used by the medical center.
    • Performs related work as required.
    • Understands and actively follows all HIPAA/HiTech regulations and policies.
    • Participates in departmental on-call duties.

• Qualifications, Knowledge & Experience

  • Required Qualifications (Including any licensure, certification, education):

    • One year education in a computer technician, information technology, or related field; or
    • One year experience as aService Desk support or computer support technician; or
    • Any equivalent combination of education and experience.

  • Organizational Requirements:

    • Maintain stroke education per regulatory requirements.

  • Preferred Qualifications:

    • None Specified
    • Valid driver’s license and must maintain eligibility for coverage under MGMC liability insurance.

  • Required Knowledge, Skills & Experience:

    • In-depth knowledge of Windows desktop operating systems; installation and trouble-shooting.
    • Ability to diagnose equipment failures, and correct problem or replace equipment.
    • Ability to answer and trouble-shoot software issues.
    • Ability to interact with diverse groups of callers in a helpful and positive manner.
    • Ability to handle multiple requests/needs simultaneously.
    • Ability to exercise good judgment and discretion, especially when handling confidential information.
    • Excellent customer service skills.
    • Working knowledge of HIPAA/HiTech regulations and policies.
    • Aptitude for technology and excellent computer skills.

  • Preferred Knowledge, Skills & Experience: