Job description:

Supports, maintains, and proactively improves Owensboro Health\\'s managed workstation environment.\\r\\nProvides hardware and software support services to enable business productivity on user devices.\\r\\nTroubleshoots problem areas (in person, by telephone, via e-mail or remote control) in a timely and accurate fashion; applies, documents and\\r\\nshares the resolution findings.\\r\\nProactively mitigates problems from re-occurring.\\r\\nIdentifies end-user training assistance where required.\\r\\nDiscusses and diagnoses issues. Provides technical assistance on the use of corporate-supported applications and systems to resolve incidents\\r\\nand requests such as: hardware and software problems, upgrades, removing malware and supporting various systems and/or user changes.\\r\\nUtilizes strong analytical and communication skills to facilitate efficient solutions to the managed workstation environment.\\r\\nAssists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within\\r\\nestablished standards and guidelines.\\r\\nEffectively manages work, understands and meets SLA requirements (personal, team, and department\\'s work queue) through the utilization of\\r\\na ticketing processes.\\r\\nMay be part of 24x7 rotation.\\r\\nAccounts for and maintains an accurate desktop and PC software related inventory.\\r\\nProvides effective communication of ongoing activity related to service requests and incidents.\\r\\nDevelops Knowledge Based Articles (KBAs) for use.\\r\\nUtilizes excellent customer service skills and exceed customer s expectations.\\r\\nPreserves and grows knowledge of Desktop Support procedures, products and services.\\r\\nPerforms other related duties as assigned.\\r\\nMay perform duties outlined in lower levels if required.\\r\\nResponsible for the training of new team members.\\r\\nMakes recommendations to designated supervisor regarding continual service improvement to the desktop infrastructure and team processes.\\r\\nResponsible for monitoring and ensuring team Service Level Agreements (SLAs) are being met.\\r\\nC oordinates and leads effort to resolve technical problems/incidents that cross multiple teams.\\r\\nAttends meetings/discussions for department or organization initiatives that may require support from team.