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Job Summary
Provide Onboarding and continuous education.
Documents all support calls in TSG call management software.
Responsible for problem trending and reporting issues to MOC and LTOC
Notifies TSG personnel of problem resolutions pertaining to hardware, software, network or telephony as required.
Installs and supports client applications via remote desktop control and or remote software distribution.
Assists with “how to” questions in an effort to educate clients while providing support as needed. Provides instruction to Carilion Employees on basic computer deficits.
Submits, Edits and Creates knowledge database entries for review.
Possess sufficient system skills to work alone during early mornings, late evenings, weekends or scheduled downtimes.
Seeks process improvement both with new support utility’s and tools
On Call and after hour support, Communications, and ticket urgency escalation.
Promotes the Carilion Clinic’s Service Standards of quality service through teamwork, professionalism and respectful communication in partnership with those we serve and anticipation of patient / customer needs.
Be at your best with an organization that equips you to do so. Whose people unite in making lives better. At Carilion Clinic, we help communities stay healthy and our region grow stronger through compassionate care, medical education and research, and neighborhood outreach. As part of our team you can expect professional stability, strong technological resources, and the advancement potential of a regional leader.Based in Roanoke, VA, we are an award-winning, community-based network of hospitals, primary and specialty physician practices, and affiliations with prestigious academic medical institutions. Explore how joining a regional leader can enhance your ability to learn, grow, and succeed.Minimum Qualifications Education:
Bachelor’s Degree in Information Technology or related field preferred plus two years equivalent work experience
Associate’s Degree or four years of equivalent work experience required.
Experience: Four years of work experience in computer electronics and/or data communications, microcomputers, supporting network hardware and software required.Licensure, certification, and/or registration:
Must obtain HDI Certified Help Desk Analyst
With a Bachelor’s degree no additional certifications are required.
With an Associate’s degree, two of the following are required: A+, Network +, Security +, Epic Proficiency in any module, any Microsoft certification, ITIL certification
With no degree, three of the following are required: A+, Network +, Security +, Epic Proficiency in any module, any Microsoft certification, ITIL certification.
Other Minimum Qualifications:
Tactful and pleasant phone skills
Positive customer service attitude
Excellent communication skills
Exceptional interpersonal skills
Good organizational skills
Problem solving ability
Basic to intermediate knowledge of multiple applications
Basic knowledge of computer networks and how they function
Average to above-average typing skills
Detail oriented
Ability to follow and give instructions
Intermediate typing skills
Works well both Independently and in team environment
Gives and receives constructive feedback
Able to train/mentor other Help Desk employees
Our Values Below are our core values that we strive to embody and expect of all our team members:CommUNITY: Working in unison to serve our community, our Carilion family and our loved ones.Courage: Doing what’s right for our patients without question.Commitment: Unwavering in our quest for exceptional quality and service.Compassion: Putting heart into everything we do.Curiosity: Fostering creativity and innovation in our pursuit of excellence.Requisition Number: 31040Employment Status: Full timeLocation: Technology Services GroupShift: Any Day, Any ShiftShift Details: M-F 8a-5pRecruiter: CHRISTOPHER D FITZGERALDRecruiter Email: cdfitzgerald@carilionclinic.orgThis is Carilion Clinic An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.Equal Opportunity EmployerMinorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender IdentityCarilion Clinic is a drug-free workplace.
