Desktop Support

Company: TSN Partners
Location: Akron
Posted on: November 26, 2022

Job Description:

Essential Functions: Attends to customer issues through telephone, walk-up, or ticketing system; troubleshoots and provides solutions to common issues on the first call as often as possible
Concisely and accurately captures issue detail and symptom history
Identifies, coordinates, and follows up with specialist resources need to resolve more complex problems
Monitors progress of issue resolution and escalates delays as identified
Contributes to the development and maintenance of a knowledgebase of frequently asked questions, troubleshooting instructions and how-to steps
Thoroughly documents issue resolution and communicates back to customer
Maintains individual knowledge of enterprise systems, software, hardware, network and cyber security standards and policies
Works closely and in parallel with the systems and desktop engineering staff, application support staff and application vendors to analyze & troubleshoot and update or upgrade new and existing desktop and network applications at Health System.
Escalates identified patterns and network related problems to appropriate technical staff (Problem Management)
Mentors junior level technical staff for issues beyond their skill level or when having difficulty resolving technical issues
Provides motivational influence in orientation of new staff defining exceptional technical and customer service expectations

Job Type: Contract

Salary: $20.00 - $25.00 per hour

Schedule:
* 8 hour shift

Ability to commute/relocate:
* Akron, OH 44304: Reliably commute or planning to relocate before starting work (Required)

Experience:
* Active Directory: 2 years (Required)
* IT service management: 1 year (Preferred)
* Healthcare: 1 year (Required)

Work Location: One location%58047475%

Keywords: TSN Partners, Akron , Desktop Support, Other , Akron, Ohio