Job: Technician Help Desk

This posting has expired and is no longer available.

Browse Similar Jobs: IT - Computer Services & Support IT - Hardware/Networking

Jobing Description

Job Title: Technician Help Desk

Description: JOB SUMMARY:
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Adheres to policies, procedures and regulations to ensure compliance and patient safety. Participation in Compliance and other important training is a condition of employment.

ABQ HEALTH PARTNERS CORE COMPETENCIES:
1.Customer Focus: Ensures that the patient and customer perspective is a driving force behind business decisions and activities; crafts and implements service practices that meet our patients', customers', and organization's needs. Recognizes and is attentive toward both internal and external customer issues.
2.Adaptability: Maintains effectiveness when experiencing major changes in work responsibilities or environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
3.Communication: Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
4.Contributing to Team Success: Actively participates as a member of a team to move the team toward the completion of goals.
5.Professionalism: Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks; self-imposes standards of excellence rather than having standards imposed.
6.Continuous Improvement: Initiates and supports action to improve existing conditions and processes; identifies improvement opportunities, generates ideas, and implements solutions.

ESSENTIAL FUNCTIONS:
1.Provide prompt phone response and quickly and efficiently identify the customer's specific information.
2.Appropriately document all required information into the call tracking system.
3.Resolve the service request or issue as appropriate within the specified time line.
4.Route/dispatch the service request to the appropriate support group for resolution if problem cannot be handled within the defined time constraints.
5.Successfully resolve complex problems.

Skills / Requirements

Qualifications:
EDUCATION
Required - High School Diploma or GED. Education may be substituted for relevant experience. Preferred - Associate's Degree in Computer Science.

EXPERIENCE
Required - One (1) year of directly related experience. One (1) year of customer service support.
Preferred - Three (3) years of directly related experience

KNOWLEDGE/SKILLS/ABILITIESAbility to communicate written and verbal effectively. Ability to manage a variety of complex projects. Ability to work independently and in a team setting. Skilled in trouble shooting.
Position Type: Full Time - Permanent
Standard Hours: 1.0 (40 Hours)
Location: Gibson Campus
Department: Help Desk
City: Albuquerque
State: New Mexico