POSITION SUMMARY:

The Help Desk Technician provides primary help desk support to end users.

ESSENTIAL FUNCTIONS

1. Primarily responsible for end user support of the computing environment including desktop hardware, operating systems, general office productivity software, telephones, faxes, copiers, as well as the technical aspects of mission critical application software. Provides excellent customer service in all contacts with end users, vendors and peers. Uses independent judgment and critical thinking to resolve end user problems.
2. Reviews and prioritizes help desk requests and voice mail to effectively and efficiently resolve problems either over the phone, through remote access, or with on-site visits. Electronically documents help desk requests.
3. Responsible for keeping the computer hardware and software inventory up to date by following established procedures for moving and changing hardware, tracking workstation identification tags and installing only licensed software. Performs extraction of audit data and runs reports off of this data. Verifies that all computers/printers and monitors are accurately reflected in the audit program.
4. Assists Systems Engineer with nightly tape backups.
5. Responsible for the installation of computer equipment, basic support and network troubleshooting and desktop software.
6. Primarily responsible for upgrading and deploying new computers and printers. Installs, upgrades, and supports general office productivity software.
7. Assists with writing new and updating current policies/procedures.
8. Researches hardware and software solutions to business problems. Customizes features and functionality of hardware and software.  Examples:  document scanning, copiers, voice dictation, electronic inventory, faxing, etc.
9. Documents the configuration of hardware and software systems installed or modified.
10. Works with the Network Engineer and Systems Engineer to plan, implement and support all aspects of the organization's Telemedicine infrastructure.
11. Acts as a liaison with technical staff as necessary.
12. Participates in the organizations Performance Improvement Process.
13. Maintains a high level of professionalism while performing job functions. Appropriately sets user's expectations, effectively communicating with users and team members, delivering on promise dates and clearly documenting work performed.
14. Performs general computer room operations and other duties as assigned.
15. Other duties as assigned.
16. Willingness to learn

KNOWLEDGE/SKILLS/ABILITIES

Required:

?  1-3 years of experience in Help Desk support within a Microsoft environment.

?  Knowledge of TCP/IP LAN computing and LAN card configuration.

?  Knowledge of common end-user applications.

?  Knowledge of Windows/Network operating systems.

?  Knowledge of copiers and fax machines.

?  Strong interpersonal communication and desire to maintain and promote a positive departmental and organizational image.

?  Customer Service Skills.

?  Valid Driver License.

?  Possess an Arizona Level 1 Fingerprint Clearance Card or have the ability to obtain one

Preferred:

?  AA, AS degree preferred

?  A and/or Network certifications

Accommodation(s)

TGC will provide reasonable accommodations for individuals with disabilities, unless it would cause undue hardship.  We define reasonable accommodation as any change in the work environment or in the way a job is performed that enables a person with a disability to enjoy equal employment opportunities.  We will make a good faith effort to list any special requirements in our job descriptions.

The physical demands of this position warrant: Medium Work; Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.