IT Support Technician Senior

1 month ago

Gretna, United States Centra Health Full time

Responsible for exceptional customer service while providing IT support.

Assist Support/Data Center Technicians with resolving issues that have been escalated within the Support team.

Mentors / Coaches fellow Support Technicians

Deployment of IT assets such as hardware and software

Advise Managers and Coordinators on implementation strategies, contract negotiations, and maintenance contracts.

24X7X365 Monitoring and response for systems under Support team purview. 

Perform corrective Maintenance and Break/Fix support of IT and Biomed assets.

Afterhours on call support

Executive Support

Assist other departments with large projects.

Documents the following in a ticketing system: end user identification information, details of issue or request, troubleshooting steps taken and details of resolution.

Resets passwords in Active Directory as well as other Centra applications.

Remote controls user PC.

Log issues and/or work orders to vendors as well as other Centra Departments.

Utilizes HPE Service Manager to document work and work processes.

Advises and follows up with customers on problems and issues, keeping the customer informed at all times.

Maintains a flexible schedule and is willing to accept assignments to help the department achieve its service needs.

Displays and promotes a positive public relations approach to staff physicians, nurses, patients, their families, and public.

Participates in process improvement activities.

Must maintain reliable up-to-date information from government and other sources.

Other duties that may be assigned from time to time.

 

Responsible for exceptional customer service while providing IT support.

Assist Support/Data Center Technicians with resolving issues that have been escalated within the Support team.

Mentors / Coaches fellow Support Technicians

Deployment of IT assets such as hardware and software

Advise Managers and Coordinators on implementation strategies, contract negotiations, and maintenance contracts.

24X7X365 Monitoring and response for systems under Support team purview. 

Perform corrective Maintenance and Break/Fix support of IT and Biomed assets.

Afterhours on call support

Executive Support

Assist other departments with large projects.

Documents the following in a ticketing system: end user identification information, details of issue or request, troubleshooting steps taken and details of resolution.

Resets passwords in Active Directory as well as other Centra applications.

Remote controls user PC.

Log issues and/or work orders to vendors as well as other Centra Departments.

Utilizes HPE Service Manager to document work and work processes.

Advises and follows up with customers on problems and issues, keeping the customer informed at all times.

Maintains a flexible schedule and is willing to accept assignments to help the department achieve its service needs.

Displays and promotes a positive public relations approach to staff physicians, nurses, patients, their families, and public.

Participates in process improvement activities.

Must maintain reliable up-to-date information from government and other sources.

Other duties that may be assigned from time to time.

 

Required Education: 

High School education or equivalent

Preferred Education:

Associate degree in Computer Science, Information Systems, or other related field, or equivalent work

experience.

Required Experience: 

Two years of increasingly complex Customer Service Experience and/or

Two years increasingly complex Deskside Support Experience

Preferred Experience:

Three years of increasingly complex Help Desk / Service Desk / Desk side Support Tier 1 experience.

 

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