IT Service Desktop Technician I

Key Functions:

1. Work with customers for all calls, emails, and walk up requests; Clearly, thoroughly and accurately document all pertinent information, including full details of the nature of the problem or request, categorization, prioritization and callers’ correct information. Resolve incidents and service requests where possible and practical. Follow up with service providers and internal escalation points to ensure effective and timely resolution in accordance with service level targets.

2. Provide installation and support services for all hardware and software, Windows computers, Macintosh computers, mobile devices, network equipment, telephones, televisions, AV equipment, printers, scanners, fax machines, etc. Assist with small office moves; primarily computer and telephone system disconnects/reconnects.

3. Set-up, install and troubleshoot supported computer platforms, software applications and perform basic diagnostics including but not limited to connectivity, printing, scanning and network share access issues.

4. Create, maintain and disable user accounts and groups across email, proprietary software and phone systems including requests for password resets, hardware diagnostics, desktop releases and updates across peripherals

5. Provision IT resources for new hires including setup, breakdown and configuration of workstations as well as working with HR and Supervisor of Technical Support Services during employee onboarding and off-boarding processes.

6. Fully Document all relevant information including the impact to the customer, problem symptoms and status information in a timely fashion, and assign appropriate priority in the service desk system. Resolve as many incidents and requests as possible without reassignment/escalation and within service desk time parameters, using documented procedures, and available tools.

7. Maintains skills as technology and implementations evolve and as Menninger Clinic adds and expands its service offerings

8. Installs, tests, repairs, and upgrades network cabling and connectors infrastructure (copper, fiber, and others) for data networks inside offices, within buildings, between buildings, and at remote sites; documents accurately all changes. This work includes managing vendors to complete cabling work.

Education: Required: High School Diploma
Preferred: Bachelor’s degree in MIS, CS or related field

License/certification: Required: None
Preferred: CompTIA A+, CompTIA Network+, CompTIA Security+, Cisco Certified Entry Networking Technician (CCENT), Microsoft Certified Solutions Associate (MCSA), ITIL V3 Foundations (IT Service Management), VMware Certified Associate (VCA), Help Desk Institute Customer Service Representative (HDI-CSR)

Experience: Required: 6 months or more experience in desktop, mobile computing and/or network, including problem analysis/resolution, and installation. Strong knowledge and experience of network server installation/maintenance, microcomputer hardware/software support, switch configuration, WAN management and PBX Telephony.

Preferred: Experience with supporting two or more data or voice networking products (switches, PBX, and wireless)

Preferred: Data center and server management experience preferred. Healthcare experience preferred.