Service Desk Technician III

Job description

Working independently, the Service Technician III will deliver advanced Service Desk service by providing users with a single point of contact to report incidents or direct inquiries. The Service Technician III will perform tasks that present high risk to the environment and will analyze and resolve basic-to-difficult problems relating to desktop applications, network connectivity, printers for peripheral connectivity issues and mobile devices (to include smartphones and tablets). In addition, the Service Technician III will be the subject-matter expert providing third-tier resolution and technical support to Service Technicians I and II.
RESPONSIBILITIES OF THE POSITION:
• Work independently to provide first-tier, second-tier, and third-tier technical support and resolution to internal and external customers/users via telephone and the Service Desk Management tool (or email) on basic hardware, network, software, and application problems.
• Ensures that Service Desk calls are answered promptly and functions as the Incident "owner" for the majority of day-to-day service delivery problems.
• Evaluates and/or escalates calls for urgency, complexity, and organizational impact when third-level technical support and resolution fails.
• Responsible for recording all user inquiries, from initial call to incident resolution using our services desk system.
• Ensures that the computer environment is secure, clean at all times and that all maintenance and shift turnover procedures are followed.
• Functions as a technical resource and trainer for Service Technicians I and II.
• Works in conjunction with IS personnel to develop on-call and problem escalation procedures for Hospital and Enterprise clients.
• Ensures that all incidents have been assigned to the appropriate individuals for a solution.
• Monitors the progress of all Service Desk calls, including prioritizing and tracking calls assigned to other staff members.
• Provides feedback to IS personnel on the use of departmental service agreements and effectiveness of the "first-call" personnel within client areas.

EDUCATION AND EXPERIENCE REQUIREMENTS:
Required
• Associates degree in business, management information systems or related field

OR
• Six to years’ experience in technical support or supporting local area networks and desktop information systems.
• A+ Certification, MCP or MCSE study/certification preferred.

Ellis Medicine is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, and will prohibit, discrimination on the basis of race, creed, color, religion, sex/gender (including pregnancy), age, national origin, disability (including pregnancy-related conditions), genetic information, predisposition or carrier status, military or veteran status, prior arrest or conviction record, marital or familial status, sexual orientation, transgender status, gender identity, gender expression, reproductive health decisions, domestic violence victim status, known relationship or association with any member of a protected class, and any other characteristic protected by applicable law violates federal, state and, where applicable, local laws , reproductive health decisions or source of payment, consistent with applicable legislation and to comply with the laws pertaining thereto.
Salary Range: $21.22-$30.77 /hour Pay is based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may also vary within the stated range based on location.