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- Update and configure user accounts and permissions in Microsoft Active Directory, Azure AD, and various other systems and platforms.
- Facilitate the smooth boarding process for new associates, ensuring timely provisioning of IT resources and access.
- Cover Service Desk Phone queues, answer calls and create tickets on the IT Service Desk
- Act as a primary point of contact for end-users seeking technical assistance via phone, email, or chat
- Provide exceptional customer service by listening to users' issues, troubleshooting and resolving their problems efficiently
- Maintain a professional and courteous demeanor when interacting with users
- Incident Management:
- Log all incidents, service requests, and inquiries in our ServiceNow ticketing system
- Prioritize and categorize incidents based on urgency and impact on business operations
- Monitor and manage the ticket queue to ensure timely resolution, escalating issue as required
- Work with current infrastructure to maintain and support IT operations, including the installation, upgrade, and maintenance of software applications, operating systems, firmware, and physical appliances
- Diagnose and resolve hardware and software problems for end-users, including issues with Windows-based computers, printers, software applications, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi
- Collaborate with our third-party IT support vendors to escalate and resolve complex issues
- Provide step-by-step instructions and guidance to end-users for self-service problem resolution when appropriate
- Determine when it's best to cease troubleshooting and escalate or dispatch to second level support to assist
- Maintain accurate records of all support activities, including incident details, troubleshooting steps, and resolution procedures in the call ticketing system
- Update knowledge base articles for common issues to facilitate self-service for end-users
- Communicate effectively with end-users and colleagues, both verbally and in writing, to ensure clear and concise exchange of technical information
- Keep end-users informed of incident progress and resolution timelines
- Troubleshoot hardware and software-related issues, including operating systems, office applications, and specialized software used within the organization
- Provide basic training and guidance to end-users on using IT resources effectively and securely
- Promote IT security best practices and educate users on the importance of safeguarding sensitive data and credentials
- Identify recurring issues and escalate to IT management to prevent future incident
- Associate degree, in an Information Technology related field or a minimum of two (2) years' experience required.
- Ability to organize and establish day-to-day priorities while using critical thinking skills in all aspects of the job.
- Must be able to multitask while remaining professional, focused, composed and positive.
- Excellent customer service skills
- Displays integrity, friendliness, and compassion.
- Must be able to establish an appropriate and effective rapport with others.
- Demonstrates flexibility
- Takes initiative
- Able to work in a fast-paced environment
- Embraces new opportunities to grow both personally and professionally.
- Effective critical thinking and problem-solving skills.
- Proficient with Microsoft Office product
- Strong organizational skills.
- Effective interpersonal skills.
- Ability to take and follow direction in a positive and appropriate manner.
- Ability to work as part of a team and independently. Must be able to demonstrate effective and appropriate written and oral communication skills. Must be able to speak, read, write and follow instructions in English.
Information Systems Support Technician - Amsterdam, United States - St. Mary's Health Care
Description
Job Requisition:
REQ2702
Employment Type:
Full-
Time Shift:
Days Hours Per Week: 40 hours
Hiring range:
$50, $65,644.80 The actual compensation for this position will be determined based on experience and other factors permitted by law.
Responsibilities:
Customer Support:
Technical Troubleshooting:
Documentation:
Communication:
Hardware and Software Support:
User Training:
Continuous Improvement:
Education, Training & Experience:
Required Skills and Attributes: