Service Desk Technician

Job Description

Job Description

Department:
Information Systems/IT

Schedule/Status:
8am-430pm; Full-Time

Standard Hours/Week:
40

Location:
Titusville

General Description:
The Service Desk Technician is responsible for demonstrating Parrish Healthcares Culture of Choice, providing technical support and troubleshooting assistance to end-users. The Service Desk Technician serves as the primary point of contact for all service desk inquiries. This is a crucial role in ensuring the smooth operation of our organization's IT systems and delivering excellent customer service. The Service Desk Technician is primarily located at Parrish Medical Center but may respond to remote locations if needed.
The position shall exemplify the desired Culture of Choice and philosophies of Parrish Healthcare.

Key Responsibilities:

• Follow service desk procedures, create knowledge base articles, and apply documented standards for consistent and efficient problem-solving.
• Ability to craft non-standardized approaches when standards cannot be applied.
• Stay current with emerging technologies and trends in the IT industry.
• Respond to incoming service requests via phone, email, or in-person, providing prompt and efficient resolutions.
• Serve as an entry point for resolving technical issues, working closely with other IT teams to facilitate timely resolution.
• Educate end-users to operate hardware/software effectively and in line with industry best practices.
• Diagnose and resolve hardware and software issues, including but not limited to desktops, laptops, printers, mobile devices, and operating systems.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Evaluate software and hardware functionality in relation to user needs.
• Create and update technical documentation, including user guides, knowledge base articles, and FAQs.
• Train users on software and hardware on-site or in classroom training.
• Collaborate with other IT teams to ensure seamless integration and coordination of service desk activities with broader IT initiatives.
• Foster a customer-centric culture within the service desk team, promoting excellent customer service and effective communication.
• Conduct office automation feasibility studies, including workflow analysis, and suggest performance improvement initiatives to reduce time to resolution.
• Provide feedback to Service Desk Lead regarding over/under allocation of resources.
• Knows fire, disaster and safety procedures and regulations as it pertains to the work area.
• Performs similar or related duties as assigned.

Requirements:

Formal Education:

• High School diploma or GED required.

Work Experience:

• 1 year to < 2 years

Required Licenses, Certifications, Registrations:

• Valid Driver License is required with no history of incidents within the last 3 years.
• 1 of the following are required within one (1) year of employment:
  • CompTIA [CompTIA A+,
  • CompTIA Network+,
  • CompTIA Server+,
  • CompTIA Security+]

Full Time Benefits:
Eligible to participate in a number of PMC-sponsored benefits, including:

• Annual Accrual of 152 Personal Leave Bank (PLB) Hours
• Health, Dental and Vision Insurance
• 403(b) Retirement Program
• Tuition Reimbursement/Educational Assistance
• EAP, Flex Spending, Accident, Critical and Other Applicable Benefits