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Service Desk Technician in Gardena, CA at Avanti Hospitals

Date Posted: 5/1/2019

Job Snapshot

Job Description

Memorial Hospital of Gardena

Job Title: Service Desk Technician 

City: Gardena / State: California    

Information Technology

From 8:00 AM

To 4:30 PM

                                      


Job Description and Job Responsibilites

Job Title: Service Desk Technician

Job Summary:

The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Essential Job Duties: 

  • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

  • Build rapport and elicit problem details from service desk customers.

  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

  • Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.

  • Identify and learn appropriate software and hardware used and supported by the organization.

  • Test fixes to ensure problem has been adequately resolved.

  • Perform post-resolution follow ups to help requests.

Behavioral Standards: 

  • Exhibits customer and service oriented behaviors in every day work interactions.

  • Demonstrates a courteous and respectful attitude to internal workforce and external customers.

Communication/Knowledge:

  • Provides accurate and timely written and verbal communication of information in a manner that is understood by all.

  • Able to listen, understand, problem-solve, and carry-out duties to ensure the optimal outcome.

  • Able to use IT systems in an accurate and proficient manner.

Collaboration/Teamwork:

  • Contributes toward effective, positive working relationships with internal and external colleagues.

  • Demonstrates cooperation, flexibility, reliability, and dependability in all daily work activities and a willingness to collaborate with others for the good of the customer and the organization.




Job Requirements

Education/Experience:

  • High school graduate.

  • Prefer at least 3 to 4 years of current experience in an acute care setting.

  • Knowledge of basic computer hardware

  • Extensive application support experience with McKesson Paragon.

  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills

  • Strong documentation skills.

Licensure/Certifications:

  • Current A+ certification preferred.

ADA/Physical Demands:

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Such accommodations must be requested by the employee/applicant in order to be considered.

  • Required to stand; walk; sit; use hands to fingers, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; talk and hear; and may taste and smell.  The employee is regularly required to lift, push and/or pull weights in excess of 10 pounds, with assistance. Visual abilities, auditory abilities, must be intact to perform duties.

 

Job Requirements

Education/Experience:

  • High school graduate.

  • Prefer at least 3 to 4 years of current experience in an acute care setting.

  • Knowledge of basic computer hardware

  • Extensive application support experience with McKesson Paragon.

  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills

  • Strong documentation skills.

Licensure/Certifications:

  • Current A+ certification preferred.

ADA/Physical Demands:

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Such accommodations must be requested by the employee/applicant in order to be considered.

  • Required to stand; walk; sit; use hands to fingers, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; talk and hear; and may taste and smell.  The employee is regularly required to lift, push and/or pull weights in excess of 10 pounds, with assistance. Visual abilities, auditory abilities, must be intact to perform duties.