• UCI Health
  • May 23, 2020
Healthcare IT

Job Description

Incumbent responds to customer's service problems or requests for information regarding technology. Answers Help Desk support line and performs first level systems problem determination including, but not limited to the operation of personal computers, mainframe, mid-range, peripheral data processing equipment and problem determination on selected software applications. Logs all calls into service desk incident/request tracking system as mandated by the incident Management Process. Analyzes incidents and takes corrective action across functional areas for incident resolution; Consults closely with clients and internal staff to prevent incidents and provides assistance as needed, ensuring the highest level of service; Assists in maintaining standards and procedures as related to the Help Desk including Service Level and Production Support Agreements; Follows established policies, procedures or specific instructions; Provides quality support with a high degree of customer satisfaction, technical expertise and timeliness.   Salary Range:    Minimum Midpoint Maximum Hourly Rate $23.71 $29.48 $38.13   Required Qualifications:     Ability to document resolutions clearly within a ticket system and knowledgebase Ability to establish and maintain effective working relationships across the HealthSystem Ability to maintain a work pace appropriate to the workload Must demonstrate customer service skills appropriate to the job Excellent written and verbal communication skills in English Ability to work variable shifts including nights, weekends and holidays as needed, as well as to travel to off site locations as required Knowledge of MS Office Suite, Windows OS, and MAC OS Proficient with Active Directory Users and Computers Knowledge of Apple and Android mobile devices Experience with remote support tools Ability to troubleshoot and resolve issues using remote control and screen sharing tools Minimum 6 months of IT Support experience (Service Desk, Help Desk, or Call Center) Experience with ticket tracking system Must possess the skill, knowledge and ability essential to the successful performance of assigned duties Demonstrated knowledge of proper telephone usage and etiquette     Preferred Qualifications:   Knowledge of ITIL best practices Knowledge of ITSM ticketing system Certifications or College Courses in the Information Technology area Knowledge of University and medical center organizations, policies, procedures and forms