Service Desk Technician
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Job Description
ARKANSAS CHILDREN'S IS A TOBACCO FREE WORKPLACE. FLU VACCINES ARE REQUIRED. ARKANSAS CHILDREN'S IS AN EQUAL OPPORTUNITY EMPLOYER. ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, NATIONAL ORIGIN, AGE, DISABILITY, PROTECTED VETERAN STATUS OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE, OR LOCAL LAWS.
CURRENT EMPLOYEES: Please apply via the internal career site by logging into your Workday Account (https://www.myworkday.com/archildrens/)and search the "Find Jobs" report.
Work Shift:
Day Shift
Time Type:
Full time
Department:
CC017130 Information Technology
Summary:
Monday to Friday, 8:00 a.m. to 5:00 p.m.- Onsite
Position will ensure proper computer operation so end users can accomplish their business tasks. Responsible for daily operations of the Service Desk (i.e., answering calls, resolving 1st level support issues, logging calls, assigning priorities…)
Additional Information:
Monday to Friday, 8:00 a.m. to 5:00 p.m.- Onsite
Required Education:
No education requirements
Recommended Education:
High school diploma or GED or equivalent
Required Work Experience:
2 years of relevant experience; HS Diploma or GED may substitute for 2 years of work experience
Recommended Work Experience:
Required Certifications:
Recommended Certifications:
A+ - CompTIA, Network+ - CompTIA, Security+ - CompTIA
Description
Monitors daily activity of Help desk Call Center activities to ensure good workflow.
Performs general monitoring of incident tracking system including running daily, weekly, or monthly reports.
Documents and tracks all Service Desk calls/requests made via telephone, email, or other supported communications platforms.
Prioritizes and schedules problems; escalating problems when required to the appropriately experienced technician or other support group.
Promotes and delivers excellence in customer service in a professional and knowledgeable manner.
Maintains a 90% or above average quality score for call audits with no more than 4 valid complaints a year.
Performs other duties as assigned. that are in the determination of management associated
with the position and are commensurate with the incumbent's knowledge and experience.
- Performs other duties as assigned.
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