Position Summary: The Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This includes working with Technology Support Service providing on-line, real time support and first-line troubleshooting on all YKHC clinical, financial, and micro-computer hardware and software, telecommunications hardware and software, all peripheral fax/copier hardware and software, and coordinating maintenance services by outside vendors. The Service Desk Technician will maintain and log all TSS calls to the support center database application for call tracking and SLA requirements.
