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Help Desk Technician
Ref No.: 18-08974
Location: Oakland, California
Under general supervision of IT Technical Support management, the Help Desk Technician provides hands-on support for service desk telephone, ticket, and e-mail user support requests and field service support/maintenance of end user devices within the hospital, clinic and administrative areas, including computing and communications of devices deployed throughout Children's Hospital Oakland. This position interacts with physicians, nurses, and a broad array of others including administrative personnel, other IT groups, external departments, vendors, and consultants requiring both sound technical and outstanding customer service skills (highly professional, courteous, and patient disposition.) The Help Desk Technician ensures for the timely completion of appropriate proactive maintenance activities and reactive incident resolution processes necessary to maintain the end user IT device environment. This includes corrective action in the resolution of incidents, change management, and escalation/notification processes as appropriate. Service Desk has a broad scope of responsibility for providing first and second level support triage, coordination of external support agencies, and coordination of IT staff as it relates to providing user support, handling a high volume of calls in a professional manner. Field Services has a broad scope of responsibility for on-site support of end user computing devices (computers, peripherals, handheld devices, etc.), support for voice / telephone devices and videoconferencing systems at end user locations, wiring closet maintenance and provisioning of voice and data services based on design and allocation data from IT Engineering, moves/adds/changes of end user devices for both voice and data based on design and allocation data from IT Engineering.


Certification on A+, MCSC, MCSE, ITIL Foundations preferred.