help desk technician ii - Roanoke
1 month ago
Quickly identifies client issues and utilizes existing knowledge to resolve client issues during first contact. Handles escalated problems,
Troubleshoots software and hardware issues on laptops desktops tablets or smartphones Assists with ,how to questions to educate clients while providing support as needed Submits knowledgebase articles for review Documents all client vendor team contacts in ticketing system Logs support tickets in Carilion IT Service Management System Mentors others by assisting with questions in Microsoft Teams chat shadows new hires provides constructive feedback Interacts with clients vendors multiple teams via phone calls emails Microsoft Teams provides resolution to problems other requests as necessary Consistently deliver the best customer service patient care As a team member demonstrate respect dignity kindness empathy encounters patients families visitors employees Champion Carilions mission vision values comply policies procedures ethical standards code conduct set forth company
Job description
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