Helpdesk Tech - I.T. - Okmulgee/Tulsa

MINIMUM QUALIFICATIONS

Education – Associates degree in computer or related field is preferred.

Experience – Two (2) years of relevant work experience is required.  Experience in a Healthcare environment is preferred, not required. A combination of education and relevant work experience may be considered in lieu of the education qualifications stated above.

Licenses & Certification – Incumbent must be insurable and valid Oklahoma Driver’s License is required.

Knowledge & Skills –

1. Ability to diagnose and resolve basic computer technical issues


2. Excellent oral communication skills


3. Detail oriented in order to keep detailed notes on tickets


4. Highly organized to keep Help desk tickets order


5. Ability to work independently under minimum supervision


6. Ability to maintain a confident and professional demeanor.

JOB SUMMARY

The Helpdesk Technician will provide Tier 1 support to our customers via phone, email and computer chat. You will ask appropriate questions and use the knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond Tier 1 span of control. 

WORK ENVIRONMENT

Work is performed primarily in an office environment operating computers and other office equipment.  Driving GSA vehicle to other facilities to perform duties is required.

PHYSICAL DEMANDS

Work requires the demands of normal office work and the demands required to install, configure or perform maintenance on equipment and hardware.  Incumbent must be able to lift objects of at least 50 pounds.  Driving to other MCNDH facilities is required in the performance of duties.

ESSENTIAL FUNCTIONS

Satisfactory job performance will be determined by successful execution of the following:

1. 
   

   Manage Help Desk tickets in a timely manner

   
   


2. 
   

   Respond to customer issues via phone, email and computer chat

   
   


3. 
   

   Responding in a timely manner to service issues and requests

   
   


4. 
   

   Provide customer assistance

   
   


5. 
   

   Document customer interactions

   
   


6. 
   

   Escalate issues to the next Tier with next level of difficulty

   
   


7. 
   

   Follow-up with customers to ensure issues are resolved

   
   


8. 
   

   Regular attendance is required.

   
   


9. 
   

   Performs other duties as assigned.