Help Desk Technician
The primary responsibility is user support and customer service. The Help Desk Technician is first point of contact for customers and provides technical support over theLocation: San Diego, CA
Responsibilities:
- Support PC-based Medical Image Management Systems via remote dial-up access or VPN
- Provide 30 minute call back for any customer calls in the open Help Desk queue
- Gather information from the caller to identify the problem
- Evaluate calls in order to prioritize tasks
- Follow procedure for calls that require further escalation
- Communicate with the customer as well as internal staff
- Daily update of open HEAT tickets to include Journal entries and e-mail correspondence to customers
as to the status of open issues
- Follow through all calls and issues until resolved
- Open new HEAT tickets as required
- Document and provide data to the Management staff of on-going service issues
- Become familiar with all available internal resources
- Assist in training new Help Desk staff
- After hours “on call” support on a rotational basis - Position reports to the Help Desk Manager
Qualifications:
- Working knowledge of common operating systems and software applications
- Ability to analyze and solve basic hardware problems
- Good problem solving skills; ability to visualize a problem and think abstractly
- Previous customer service experience required
- Ability to multitask effectively
- Completion of a computer networking program or similar studies from an accredited school
