Vacancy caducado!
- Provide onsite technical support, including triage, analysis, diagnosis and resolution of issues related to desktop and laptop systems, handheld devices, printers, peripherals, network connectivity, desktop software applications and utilities, storage architecture, and IT security. Support will include staffing the IT Health Desk, a walk up IT support center.
- When at Service Desk Level1: handle 35-50 customer contacts per day from a variety of inbound sources: telephone, voicemail, email, assigned tickets, and instant messenger. Level 1 Resolution.
- When at Service Desk Level2: Resolve 8-20 Level 1 escalations per day from a variety of inbound sources: telephone, voicemail, email, assigned tickets, and instant messenger while maintaining 95% Customer Satisfaction ratings.
- Handle up to 100 tickets per day while managing queues and triaging tickets based on priority and service tier with greater than 95% accuracy.
- Assist Level 1 analysts in troubleshooting technical issues.
- Provide onsite field support for designated sites.
- Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.
- Provide thorough analysis and develop/recommend cost-effective solutions to variously complex technology problems based on incumbent s extensive knowledge of campus/medical center standards and Department s requirements/needs.
- Provide front line support for a variety of clinical/business applications, provision and administer user accounts and reset passwords in Active Directory,
- Knowledge of important Federal, State, UC, and UCSF information security policies and procedures.
- Knowledge of policies sufficient to recognize violations or potential security problems before they happen, and act as information security liaison for supported groups.
- Use network diagnostic tools to support network infrastructure. Add/Move/Change Telecom Communication Devices (e.g., Siemens/Cisco phones). Support and update of Amcom Pager System Database.
- Perform Proactive Rounding, as assigned. Serve as internal escalation/contact for resolution of complex issues and VIP support.
- Participate in development and management of project, project communications, status reporting, and address related customer issues.
- Deliver IT training to customers, on-site and remote, one-on-one training for standard desktop applications (MS Office, email clients, web browsers) and Desktop OS features.
- Maintain hardware inventory data and software licensing information to ensure accuracy. . Conduct periodic audits. Implement encryption on all required computers and notification of devices out of compliance.
- This position requires flexibility to orient and work at all client locations.
- Demonstrated proficiency in supporting mobile devices such as iPhones and Androids
- Minimum 2 years of experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment and/or equivalent experience/training.
- Bachelor s degree in Computer Science, Information Systems, or a similar degree. In lieu of degree, minimum of one years of additional relevant experience.
- Demonstrated expert proficiency supporting MS Windows 7, Windows 10, Macintosh OS X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook.
- Ability to act as a Desktop Hardware & Software consultant helping customers purchase the appropriate Hardware & Software for their needs.
- Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments.
- Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices Windows, Macintosh, Android and iOS.
- Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.
- Ability to elicit and communicate technical and non-technical information in a clear and concise manner. Ability to develop and deliver advanced desk-side training, basic desk-side training, basic group training.
- Demonstrated judgment to delegate / escalate issues appropriately. High degree of self-motivation and flexibility. Must be exceptionally resourceful, detail-oriented, and have outstanding organization skills. Ability to maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
- Understanding of IT Service Management, incident and request management with-in an Enterprise environment
- Ability and flexibility to support a 7x24 clinical environment with potential on-call responsibilities.
Vacancy caducado!