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Helpdesk Support Specialist - IT Service Desk

Company: UNC Healthcare
Location: Morrisville
Posted on: January 13, 2022

Job Description:

This position may involve support of various hospitals and health care systems within the UNC Health Care System, but will be employed by Rex Hospital, Inc. (this includes, but is not limited to, for purposes of payroll, health benefits, retirement options, and applicable policies).

Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.
Under general supervision, provides technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions. Clearly communicates technical solutions in a user-friendly, professional manner.

1. Documents all requests, problems, and resolutions.
2. Ensures the customer is updated on status of incident, for communicating the solution, and is satisfied with solution before closing ticket.
3. Follows appropriate procedures to initiate escalation when a known resolution cannot be identified. Routes unresolved issues and requests for assistance to appropriate staff and ensures an appropriate and timely resolution is reached.
4. Maintains inventory of equipment and supplies, ordering as needed.
5. Provides first level support to all callers of the Help Desk. Promptly responds to general customer requests for assistance in installation, maintenance, and training of all products and services provided by ISD. Provides initial technical support and analysis in an effort to resolve problems/concerns and issues. Follows-up with requestors, ensuring customer satisfaction.

Other Information Other information:
Education Requirements:
--- Associate's degree in Computer Science, Information Systems Management or related field (or equivalent combination of education, training and experience).
Licensure/Certification Requirements:
--- No licensure or certification required.
Professional Experience Requirements:
--- If an Associate's degree: No prior experience required.
--- If a High School diploma or GED: Four (4) years of relevant experience.
Knowledge/Skills/and Abilities Requirements:
--- Excellent communication skills. Ability to work well in a team environment. Demonstrated ability to successfully manage multiple tasks simultaneously. Highly responsive to internal customers.

Job Details Legal Employer: STATE
Entity : Shared Services

Organization Unit : IT Service Desk
Work Type : Full Time

Standard Hours Per Week : 40.00
Work Schedule : Day Job
Location of Job : US:NC:Morrisville
Exempt From Overtime : Exempt: No

Keywords: UNC Healthcare, Cary , Helpdesk Support Specialist - IT Service Desk, Other , Morrisville, North Carolina

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