Help Desk Technician II
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Job Location:
Roanoke, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
21 hours ago
Vacancies:
1 Vacancy
Job Summary
Employment Status:
Full timeShift:
Night (United States of America)Facility:
451 Kimball Ave NE - RoanokeRequisition Number:
R157555 HELP DESK TECHNICIAN II (Open)How Youll Help Transform Healthcare:
Provides initial employee advanced support for technical inquiries received via phone email and messaging applications.- Responds to and diagnoses advanced problems through discussion with users which includes trouble shooting and resolving issue or incident escalation. Quickly identifies client issues and utilizes existing knowledge tools and resources to resolve client issues during first contact.
- Handles escalated problems handling time sensitive and high level issues.
- Troubleshoots software and hardware issues on laptops desktops tablets and/or smartphones. Resolves support requests with a high degree of customer service.
- Assists with how to questions to educate clients while providing support as needed.
- Submits knowledgebase articles for review.
- Assesses the nature of the call resolves Level 1 issues and escalates to the appropriate work groups when necessary.
- Documents all client vendor and team contacts in ticketing system. Logs support tickets in Carilions IT Service Management System.
- Monitors network operations including troubleshooting opening Verizon support tickets and notifying key stakeholders.
- Mentors others by assisting with questions in Microsoft Teams chat shadows new hires and provides constructive feedback.
- Interacts with clients vendors and multiple teams via phone calls emails and Microsoft Teams to provide resolution to problems and other requests as necessary. Provides effective and timely resolution of users problems queries.
- Consistently deliver the best in customer service and patient care. As a team member demonstrate respect dignity kindness and empathy in each encounter with patients families visitors and other employees.
- Champion Carilions mission vision and values; comply with the policies and procedures ethical standards and code of conduct set forth by the company.
What We Require:
Education:
Associate degree or two industry certifications
Experience:
2 years
Licensure certification and/or registration:
Prefers one of the following: CompTIA A CompTIA Network CompTIA Security Epic Proficiency in any module any Microsoft certification associate degree with IT emphasis or Help Desk certification from HDI. Requires a minimum of 15 hours of continuing education hours per year to maintain current knowledge of relevant product offerings and methods of support delivery to provide technically accurate solutions to customers.
Life Support:
Other Minimum Qualifications:
Intermediate to advanced knowledge of LAN/WAN Active Directory mobile devices (Apple and Android) Microsoft Operating Systems Microsoft Office 365 applications Familiar with MacOS. Ability to understand and follow specific knowledge documents and procedures learn new tools programs and technical skills strong documentation critical thinking.
Recruiter:
MARK MISKOVICRecruiter Email:
For more information contact the HR Service Center at 1-.
Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race color religion sex national origin age (40 or older) disability genetic information or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 8:00 a.m. to 4:30 p.m. Monday through Friday.
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
