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Service Desk Technician

Company Name:
Catholic Medical Center
Applies understanding and knowledge of information systems products. Provides technical support and superior customer service. Identifies, investigates, and researches user questions and problems as well as researching, isolating and resolving information system problems. Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, and escalation as appropriate within our Service Level Agreements. Researches, evaluates, recommends, configures, installs, documents, maintains, and troubleshoots corporate desktop technologies in support of the Hospital's business requirements and in concert with the the Under the general direction of the Director, IS Services and Communications and the direct supervision of the Service Desk Supervisor and within established policies and procedures, the incumbent performs the following functions:chnology strategy, direction, and standards established by the Information Systems Department. Provides proven problem solving, customer service and communication skills to help identify, communicate, and resolve issues in order to provide timely and efficient support to end users. Completes the day to day scheduled and unscheduled processes on host platforms and maintains the day to day run procedures and report distribution documentation. Provide remote support to users; create/close tickets in Track It, Service Desk software, per department guidelines and Service Level Agreements. Provide password resets and unlock user accounts; monitors and controls central computers. Operates control consoles or on-line terminals. Performs backup of data files and programs. Maintains the media tape library. Monitors and manipulates the progress of jobs executing on the host systems, changes job priorities, halts and restarts procedures. Completes unscheduled jobs. Updates, writes and maintains operational procedure manuals with job run instructions and report distribution documentation for host platforms and audits internal procedures and documentation as needed. Reviews daily and historical logs for job completion messages, possible security violations, etc. Provides back-up for staff covering all shifts. Maintains knowledge of procedures for all shifts and functions. QUALIFICATIONS: Education: oBachelor's degree in computer science or equivalent experience dealing with networking and data communications in a large multivendor, multiprotocol environment. FAX, remote network access and internet experience preferred. Experience: oExperience on at least one of the following platforms but not limited to; DEC, VAX, IBM AS/400 and/or Hewlett-Packard systems. o3-4 years experience in the Service Desk/Customer Service discipline and in an operations environment, Associates degree in Computer Science or experience equivalent to and/or professional certification. Able to resolve complex issues requiring detailed systems and applications knowledge. Uses judgment in making the decision to generate a trouble or work order ticket for issues that cannot be resolved via telephone and will require on-site visit.

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