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Answers the telephone service line, and provides advice on IT needs for end-users, and equipment replacement as needed
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Provides in-person and remote resolution of customer incidents and requests
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Escalates unresolved incidents to appropriate teams as needed
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Uses appropriate tools and technical knowledge/skill to troubleshoot, diagnose, and accurately resolve at first contact
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Accurately records details of all incidents, tasks, problems, and timelines to the incident log. Obtains complete user information. Escalates to appropriate team if unable to resolve
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Updates the knowledgebase regularly
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Ensures the proper prioritization and escalation process of incidents to the appropriate teams
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Communicates deadlines and consistently follows up with all end-users daily
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Supports Hennepin Healthcare's desktop computing environment and all of its related components
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Researches and participates in relevant training opportunities and resources
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Assists in developing new technical standards and procedures for the desktop computing environment
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Participates in technical projects, and provides effective communications with team members
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Provides feedback into the ongoing configuration of Hennepin Healthcare's desktop computers
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Understands Hennepin Healthcare's IT Security practices and the confidential nature around user passwords
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Provides effective oral and written communication to management as requested
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Provides regular and/or off-hours on-call problem support as scheduled