Helpdesk Associate - HYBRID at MunsonHealthcare1

A Day in the Life  • A Helpdesk Associate assists customers in resolving issues during the first point of contact as well as triaging, promptly prioritizing and escalating open and unresolved problems following established escalation procedures.  • A Helpdesk Associate will be required to provide verbal, written and interpersonal support to our customers in a customer focused, professional manner. Forms of communications will include telephone, e-mail, voicemail, chat, and in-person support channels.  • Provide first line support for all users of Munson Healthcare systems and services in a professional, customer focused manner. Provides operational support of technology. Provides concise, timely, and detailed written documentation of activities related to service requests. Assists in maintaining technical documentation of department processes and procedures. • Monitors, troubleshoots, and resolves first level issues in a network environment using established procedures; Other issues are escalated to appropriate IS Team, Analysts, or on-call staff. Monitors, troubleshoots, and resolves first level problems related to hardware, operating systems, applications, interfaces, and non-clinical processes in a multiplatform environment following documented procedures.  • Documents hardware and software problems when they occur, contacts the appropriate IS team or analysts, and acts as a contact person throughout the resolution process. Assists with installation or re-installation of PC software via remote control.  • Performs pre-defined Help Desk functions during downtime procedures, including but not limited to providing phone support, escalating calls, relaying pertinent information to command center, and updating Help Desk status line. • Endeavour to meet the established first call resolution rate by increasing knowledge and proficiency with established systems. Works to assure established Team Goals are met.