HELP DESK TECHNICIAN II

• Responds to and diagnoses advanced problems through discussion with users, which includes trouble shooting and resolving issue or incident escalation. Quickly identifies client issues and utilizes existing knowledge, tools, and resources to resolve client issues during first contact.
• Handles escalated problems, handling time sensitive and high level issues.
• Troubleshoots software and hardware issues on laptops, desktops, tablets, and/or smartphones. Resolves support requests with a high degree of customer service.
• Assists with "how to" questions to educate clients while providing support as needed.
• Submits knowledgebase articles for review.
• Assesses the nature of the call, resolves Level 1 issues, and escalates to the appropriate work groups, when necessary.
• Documents all client, vendor, and team contacts in ticketing system. Logs support tickets in Carilion's IT Service Management System.
• Monitors network operations including troubleshooting, opening Verizon support tickets, and notifying key stakeholders.
• Mentors others by assisting with questions in Microsoft Teams chat, shadows new hires and provides constructive feedback.
• Interacts with clients, vendors, and multiple teams via phone calls, emails, and Microsoft Teams to provide resolution to problems and other requests as necessary. Provides effective and timely resolution of users' problems, queries.
• Consistently deliver the best in customer service and patient care. As a team member, demonstrate respect, dignity, kindness, and empathy in each encounter with patients, families, visitors, and other employees.
• Champion Carilion's mission, vision, and values; comply with the policies and procedures, ethical standards and code of conduct set forth by the company.

Education:

Associate degree or two industry certifications

Experience:

2 years

Licensure, certification, and/or registration:

Prefers one of the following: CompTIA A+, CompTIA Network+, CompTIA Security+, Epic Proficiency in any module, any Microsoft certification, associate degree with IT emphasis, or Help Desk certification from HDI. Requires a minimum of 15 hours of continuing education hours per year to maintain current knowledge of relevant product offerings and methods of support delivery, to provide technically accurate solutions to customers.

Life Support:

Other Minimum Qualifications:

Intermediate to advanced knowledge of LAN/WAN, Active Directory, mobile devices (Apple and Android), Microsoft Operating Systems, Microsoft Office 365 applications Familiar with MacOS. Ability to understand and follow specific knowledge documents and procedures, learn new tools, programs, and technical skills, strong documentation, critical thinking.

Recruiter:

Recruiter Email:

For more information, contact the HR Service Center at 1-800-599-2537.

Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday.

For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies

Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That's why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life - at work and when you're away.

When you make your tomorrow with us, we'll enhance your potential to realize the best in yourself.Below are benefits available to you when you join Carilion:

• Comprehensive Medical, Dental, & Vision Benefits
• Employer Funded Pension Plan, vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to our Carilion Wellness centers
• Access to our health and wellness app, Virgin Pulse
• Discounts on childcare
• Continued education and training

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