Help Desk Tech II

The Help Desk Tech provides initial employee support for technical inquiries received via the telephone and/or email. The Help Desk Tech will assess the nature of problems and resolve basic support issues over the phone, utilizing remote access and all provided technical utilities, scripts and documentation. The Help Desk Tech escalates and notifies Information Technology employees appropriately according to documented standard operating procedures. The Help Desk Tech is responsible for an exemplary customer service experience for all Albany Med employees during their interaction with the Albany Med Help Desk. Level II The Help Desk Tech – Level II will have little to moderate Help Desk/Service Desk experience but has a desire to pursue a career in some field of Information Technology. The individual will complete tasks as documented by departmental standard operating procedures (SOP), processes, documentation and training. The individual will receive close to moderate supervision and is expected to escalate issues that fall outside of their training and documentation for disposition by senior peers or management. The individual will have knowledge of and the ability to adhere to customer service standards and ensure that all written and verbal interactions with users meet those standards. Typical responsibilities include: Support - Answer the Help Desk support line and provide all assistance in alignment with documented processes, SOPs, documentation, and training. Respond to email requests in alignment with documented processes, SOPs, documentation, and training. Adhere to Customer Service Standards in all verbal and written interactions with users. Work as part of a team to meet goals set forth by Help Desk Management. Meet all documented and communicated Help Desk statistical metrics that drive overall Help Desk performance. Supervision - This position does not have any supervisory responsibilities. Contact with others - High degree of contact internal and external to Albany Med, including anyone who could possibly call the Help Desk phone line. Other - Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology. Use customer feedback as a basis for taking actions, which solve customer problems quickly and effectively. Provide best effort support for non-standard applications and hardware. Participate in on-call rotation and help troubleshoot customer issues. Maintain confidentiality by using and communicating information only as needed to perform one’s duties. Perform at or above the Information Technology performance standards. Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.). Complete other duties or assignments as designated by management. This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.