Lead Help Desk Technician -100915
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POST DATE 8/26/2016
END DATE 10/12/2016
West Virginia University Hospital
JOB DESCRIPTIONPOSITION DESCRIPTION
JOB TITLE & CODE:
Lead Help Desk Technician (100915)
Manager, Corporate Information Technology
POSITION SUMMARY: Provides leadership of the Help Desk team in customer support for end users for a variety of computer applications, hardware and related issues. The Team Lead is the first line of escalation for issues requiring support beyond Help Desk Technician. The Team Lead is responsible for monitoring agent queues, managing the flow of calls to the Help Desk lines and managing the performance of Help Desk Technicians. The Team Lead will perform quality assurance checks utilizing call monitoring and ticketing systems to review recorded calls with the Help Desk Technicians for quality control and training. The Team Lead may also act in the capacity of a Help Desk Technician when emergent situations arise. The Team Lead must possess working familiarity with a wide variety of computing devices, personal computer support concepts, practices, and procedures. The Team Lead is responsible for ensuring accurate user provisioning and documentation for security tracking and auditing purposes. The Team Lead is also responsible for ensuring the safe and efficient operation and monitoring of the Data Center Facility.
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
High school diploma or equivalent required AND seven (7) years of help desk call center, customer service, or application support experience require OR
Associate degree or certificate of course completion in a technical related field or two (2) years of help desk call center, customer service, or application support experience required AND five (5) years of help desk call center, customer service, or application support experience require OR
Bachelor s degree in computer science or information technology, business or informatics related field AND three (3) years of help
desk call center, customer service, or application support experience required.
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
CompTIA A+ Certification, Cisco CCNA, HDI Helpdesk Technician, Microsoft Certified Professional, or Microsoft Certified Systems
CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.
Business Requirements and System Analysis: a. Performs all or some of the duties of a Senior Helpdesk Technician including providing Second Level Support for caller requests including troubleshooting, escalation and/or and resolution. Provides knowledge base materials in required format to be documented to the Leadership/ approver. Monitor system wide alerts, downtimes and advisories, document and escalate to appropriate support teams by providing notification, updates and resolution as required. Attend all WVUHS IT and Help Desk mandatory staff meetings. Ensures adequate staffing and service levels are met for daily customer service activities, downtimes, go-lives, disaster recovery tests and unscheduled outages. Serves as escalation point for Helpdesk Technicians. Verifies all Computer Operations daily jobs and batch jobs are completed as required. Approves and schedules leave requests, in and out clock punch activity, Paid Day Off and sick leave availability. Ensures 7 by 24 staffing of the IT Command Center. Formulates staffing schedules based on customer demand and 24/7 coverage. Expert user of the Incident Management system documentation system for all incidents, problems and changes and how the Help Desk agents utilize the application, such as:
a. Recommending updates to ticket templates
b. Engage other support groups as necessary to expedite resolution of issues
c. Assist in routing miss-assigned tickets to find the appropriate support team
d. Review current/previous tickets for completion and work with staff for quality control
e. Actively monitoring ticket queues to address or escalate issues
f. Analyze trends in ticket/call volume to identify areas of improvement and correction opportunities
g. Capability to create and use reporting tools for quality improvement
h. Act as primary point of contact during off-hour shift work to help facilitate issue resolution and downtime communication
Provide advanced customer service through phone/messaging and email and other advanced communication methods
Helpdesk Analysis: Generate, validate, test and disseminate customer support documentation. Build and maintain ACD activity reports, phone configurations, greetings, queues, routing tables, extensions and home-based agent setups. Monitor user provisioning work queues, due dates and request types for timeliness and completion. Facilitate Change Control meetings. Provide input on new application support issues. Participate in joint developmental application support sessions. Document existing workflow/current business processes.
System Operation and Integration: Monitor data center environmental and infrastructure alert reporting systems and escalate to hospital facilities and/or vendors as required. Maintain inventory of office supplies and consumables for the Helpdesk. Specify, order and maintain Helpdesk computer hardware and software for both Command Center and Home-Based agents. Demonstrate knowledge of currently implemented desktop operating systems Demonstrate advanced understanding of Microsoft Active Directory Services and user interface as well as working knowledge of Microsoft group policies. Demonstrate knowledge and instruct Microsoft Systems Center features, options and operations. Effectively troubleshoot, communicate and resolve network connectivity issues in collaboration with Network Operations Center
Communications: Clearly and respectfully communicate with all customers. Actively listen and treat fellow employees, patients/families and customers with respect. Keep customers, patients/families and fellow employees, adequately informed, providing updates when appropriate. Participate and contribute to group meetings and sessions. Debrief daily with night staff on incidents, events and issues. Attend Manager/ Team Lead weekly meetings and communicate schedules, project, status and events to the Helpdesk Team. Maintain regular communications with peer team leads in other IT areas; PC Technical Support, Networking, Telecommunications, and Applications teams. Thorough understanding of escalation points and chain of command hierarchy and engage leadership to assist with issues that require a higher level of involvement. Learn, adapt and adopt various communication methods that best suit the target audience and yield optimal outcomes. Recognize failed or missed communication requirements and understand back-up communication methods and processes.
Customer Service: Contribute to an environment of continued improvement and value-added customer service. Anticipate service problems or challenges and proactively seek to identify and implement effective solutions. Independently pursue service recovery with assistance from peers and escalate whenever