Help Desk Agent

Miami Children’s Hospital

Help Desk Agent

Miami Children’s Hospital is seeking a Help Desk Agent to ensure proper computer operation so that end-users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, and require that the individual give in-person, hands-on help at the desktop level.

 

Primary job duties include:Field incoming help requests from end-users via telephone and e-mail in a courteous manner.Document all pertinent end-user identification information, including name, department, contact information and nature of problem or issue.Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Apply diagnostic utilities to aid in troubleshooting.Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identify and learn appropriate software and hardware used and supported by the organization.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications.Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.Test fixes to ensure problem has been adequately resolved.Perform post-resolution follow-ups to help requests.Evaluate documented resolutions and analyze trends for ways to prevent future problems.Build rapport and elicit problem details from help desk customers.Develop help sheets and frequently asked questions lists for end-users.

 

Requirements include:

· AS degree in Computer Science or related technical discipline. Appropriate experience may be substituted for degree.

· Two to five years of related IT experience in a corporate environment with at least two years of experience in a similar position.

· Preferred experience with IT applications and support experience in a health services environment.

· Knowledge of basic computer hardware.

· Experience with desktop and server operating systems.

· Extensive healthcare application support experience.

· Working knowledge of a range of diagnostic utilities.

· Exceptional written and verbal communication skills.

· Strong documentation skills.

· Ability to conduct research into a wide range of computing issues as required.

· Ability to present ideas in user-friendly language.

 

For more information and to apply, visit www.mchr.com . EOE/M/V/W/D