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Description
Responsible for deskside issues and escalation to senior team members where appropriate. The person in this position is required to work on site.
Requirements
QUALIFICATIONS
• Must be a high school graduate or equivalent
• A+ and NW+ certification preferred
• Previous experience or knowledge of the following applications highly desired:
o Windows 10
o Microsoft Office
o Basic Network Troubleshoot Skills
o Knowledge of Smart Phones
o Understanding of Server Environments
o Telecommunications preferred
o Dragon or Voice Recognition Software preferred
o Basic Understanding of Active Directory preferred
ROLE AND RESPONSIBILITIES
• Provide support to employees or customers regarding technical inquiries
• Diagnoses to isolate the nature of the problem and resolve support issues
• Identifies, troubleshoots and resolves software, hardware and network failures
• Performs the installation, configuration, upgrades, repair and preventative maintenance of software, hardware and/or systems
• Thoroughly documents cases to ensure continuity of information and adherence to customer service standards
• Create reports as needed
• Performs other duties as assigned
REQUIREMENTS
• Support CMH’s mission, vision, core values and customer service philosophy
• Adhere to the CMH Compliance Program
• Assures/maintains compliance with all accreditation, statutory and regulatory standards at the local, state, and federal levels
• Comply with all organizational policies
• Demonstrate outstanding customer service/advocacy, professionalism and integrity
KNOWLEDGE, SKILLS AND ABILITIES
• Good knowledge of endpoint computing devices
• Good organizational and planning skills
• Good interpersonal skills to resolve problems in a professional manner
• Able to prioritize cases and resolve time-sensitive issues
• Able to understand and convey terms and concepts related to technical support
• Willingness to adapt to change and support new technologies as well as policies and procedures in a positive manner
PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS
• High-stress environment
• Exposure to blood and body fluids, communicable diseases, chemicals, radiation, and repetitive motions
• Pushing and pulling heavy objects
• Position may require lifting of 51-100 pounds
• Position requires reaching, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing
• Mental demands include: alertness, analytic ability, memory, concentration, judgment, initiative, precision, creativity and communication.
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