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Apr 4, 2017
Company: Martin's Point Health Care
Location: Portland, Maine
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.
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
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.
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