Under direct supervision, provides first-line support to customers. Resolves basic problems while referring more complex problems. Assists customers with hardware and software problems via phone, email or in person. Ensures courteous, timely, and effective resolution of user issues. Adheres to Service Level Agreements (SLA) for both internal and external users. Monitors/follows-up with users to ensure problems have been adequately resolved.
High school diploma or GED and 2.5 years of relevant experience required or Associates Degree and six months of relevant experience required or Bachelor's Degree or higher and no prior experience required. Training in all or one of the following preferred: operating systems concepts; hardware; installation procedures; and applications.
High School Diploma or GED-Required
Preference will be given to individuals with previous related experience.
Certifications, Licenses and Registrations
Applicable certification for assigned area preferred.
HSHS and affiliates is an Equal Opportunity Employer (EOE).
This position will serve as part of the Technology Product Line within the HSHS Information and Technology Services.
Candidates will be assigned an appropriate level at the time of offer. Levels are assigned based on a candidate’s level of education and relevant experience and taking into consideration internal equity.
If applicable, HSHS will provide Epic certification support for candidates who are not already certified.
The employment of candidates hired to positions requiring Epic certification will be contingent upon completing the appropriate Epic module training and certification within a reasonable period of time as required for the position.
Evening, night and/or weekend on-call support as scheduled may be required.HSHSIND6