IT Help Desk Technician Associate - Telehealth Information Services

Hello,

Thank you for your interest in career opportunities with the University of Mississippi Medical Center.  Please review the following instructions prior to submitting your job application:

• Provide all of your employment history, education, and licenses/certifications/registrations.  You will be unable to modify your application after you have submitted it.
• You must meet all of the job requirements at the time of submitting the application. 
• You can only apply one time to a job requisition. 
• Once you start the application process you cannot save your work. Please ensure you have all required attachment(s) available to complete your application before you begin the process.
• Applications must be submitted prior to the close of the recruitment. Once recruitment has closed, applications will no longer be accepted.

After you apply, we will review your qualifications and contact you if your application is among the most highly qualified. Due to the large volume of applications, we are unable to individually respond to all applicants. You may check the status of your application via your Candidate Profile.

Thank you,

Human Resources

Important Applications Instructions:

Please complete this application in entirety by providing all of your work experience, education and certifications/

license.  You will be unable to edit/add/change your application once it is submitted.

Job Requisition ID:

R00027848

Job Category:

Institutional Services (Non-Faculty Only)

Organization:

Telehealth-Information Systems

Location/s:

UMMC Telehealth

Job Title:

IT Help Desk Technician Associate - Telehealth Information Services

Job Summary:

Provides first tier technical assistance and problem resolution to UMMC IT device users. Receives, processes, and documents technical inquiries from UMMC user base. Participates in a robust team environment.

Education & Experience

Associates degree in Computer Science or related field and two (2) years of related experience, or equivalent combination of education/experience.

Certifications, Licenses or Registration required: N/A

Knowledge, Skills & Abilities

Strong, positive, and professional interpersonal skills to interact with a wide range of constituencies. Strong verbal and written communication skills. Ability to analyze and synthesize information, determine solutions, and evaluate the usefulness of a solution. Ability to work independently in a 24x7x365 robust team environment.  Ability to comprehend and apply knowledge to new or changing situations.  Proficiency in Microsoft office suite of products.

Responsibilities

• Actively participates in rotating call phone system, team email account, end user self-service ticket creation and other methods of UMMC customer communication of technical issues and requests.
• Thoroughly documents or modifies customer documentation in ticketing software to successfully convey the problem or request. 
• Uses provided guidelines. 
• Appropriately determines and documents the urgency of the customer's inquiry.
• Utilizes remote support software to further define the details of problems, providing screen shots and/or other pertinent information for further troubleshooting by upper level support teams.
• Provides resolution or routes problem or request to appropriate technical support team.
• Participates in special projects as directed by the department manager.
• Provides input into all team documentation to ensure accuracy and appropriate updates.
• Recognizes and reports problem trends to leadership based on incoming customer communications.
• The duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive. Management retains the right to add or change duties at any time.

Physical and Environmental Demands
Requires occasional working hours significantly beyond regularly scheduled hours, occasional travelling to offsite locations, occasional activities subject to significant volume changes of a seasonal/clinical nature, occasional bending, occasional reaching, frequent sitting, occasional standing, occasional twisting, and occasional walking. (occasional-up to 20%, frequent-from 21% to 50%, constant-51% or more)

Time Type:

Full time

FLSA Designation/Job Exempt:

No

Pay Class:

Hourly

FTE %:

100

Work Shift:

Day

Benefits Eligibility:

Benefits Eligible

Job Posting Date:

03/17/2023

Job Closing Date (open until filled if no date specified):