Responsible for providing support to end-users on hardware, software and network related problems, questions and use. Provides phone and in-person support; and walks the user through a series of steps to determine problem; classifies level, priority and nature of problem. If not able to diagnose problem and/or problem requires physical interaction with end-user, dispatches field support specialist or escalates to appropriate team as needed. Opens, tracks and closes tickets; ensures problem ownership and promotes end-user satisfaction.
Education & Experience:
• Degree in a computer technology field preferred.
• Two plus years of experience and/or training; or equivalent combination of education and experience.
• Experience supporting Electronic Health Record, Electronic Medical Record, Electronic Practice Management systems is a plus.
California Driver license, A+ Certification, Microsoft Certified Professional, ITIL Foundation
Experience working with enterprise ticketing system, Active Directory, Microsoft Windows XP/2003/2007, VPN, Exchange, MS Office Suite, Windows operating systems, enterprise phone system.