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Maine - USD Full Time Posted: Tuesday, 14 November 2017
 
 
Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of"people caring for people," Martin's Point employees are on amission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015. Position Summary Primary responsibilities include answering the helpdesk phone line and providing triage, ticket assignment, initial incident diagnosis and resolution, escalation of incidents and problems, account management, and systems monitoring. Additional duties include providing accurate and efficient, receiving, storing & distributing IT software, hardware & equipment according to company policy & procedures and asset tracking. Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting. Provide office management support for the department, write and update how-to and procedure documentation, manage ticket tracking system and reporting and participate in routine after hours work. Job Description Primary responsibilities include answering the helpdesk phone line and providing triage, ticket assignment, initial incident diagnosis and resolution, escalation of incidents and problems, account management, and systems monitoring. Additional duties include providing accurate and efficient, receiving, storing & distributing IT software, hardware & equipment according to company policy & procedures and asset tracking. Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting. Provide office management support for the department, write and update how-to and procedure documentation, manage ticket tracking system and reporting and participate in routine after hours work. Key Outcomes:. Accurately and efficiently answer service desk calls; act as central dispatch and command central for system specialists and other IT staff. Participate in On Call rotation. Collect appropriate information needed to triage, assign and solve initial incidents regarding software, hardware, and operational problems; provide remote software installation and configuration support. Accurately perform account creation, management, and deletion according to IT processes and procedures. Perform remote connection administration according to documented processes and procedures in an accurate and timely manner. Manage print queues and drivers using documented issue resolution and troubleshooting procedures according to documented processes and procedures. Image, configure and deploy laptop and desktop hardware. Travel to remote sites for desk side assistance and troubleshooting. Ensure Workstation adherence to all security requirements. Follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate to level II support. Participate in Process Improvements and other duties as assigned. Liaison with departments to coordinate technology needs. Follow guidelines to receive and track hardware, software, and maintenance contracts as needed Education/Experience:. Associates Degree in computer science or combination of related education and experience. MCP Certification would be desirable Legal License(s)/Certification(s) required: Terms of employment may require the applicant/incumbent to qualify, obtain and maintain a Position Level of Trustworthiness from the U.S. Government Office of Personnel Management. Additionally, this position may require the incumbent to be a U.S. citizen. Skills/Knowledge/Competencies (Behaviors):. Thorough understanding Windows operating systems and Microsoft Office products. Ability to troubleshoot and identify possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow through skills. Demonstrated knowledge of the interoperability Windows operating systems with 3rd party applications. Exposure and knowledge of printer driver and queue creation, installation, management, and troubleshooting. Exposure and knowledge of print queue management within a Citrix environment. Basic Windows server administration, exposure to Active Directory and Exchange. Understand principles of computer system operations, LANs, and WANs, Operating Systems, and peripherals. Demonstrated Hardware maintenance and/or configuration experience; A+ certified a plus. Basic database concepts; SQL skills a plus. Knowledge of one or more Scripting languages is desirable Do you have a question about careers at Martins Point Health Care? Contact us at:

Maine, United States of America
IT
USD
Martin's Point Health Care
Martin's Point Health Care
JS282595/299404363
11/14/2017 8:06:48 PM

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