Vancouver, BC, CA(change)
Service Desk Technician
Purpose of Job:
Improve the overall health of the communities we serve by providing superior customer service and achieving the highest potential of user productivity by utilizing and supporting advanced technologies with high standards of efficiency, competence, and collaboration.

Essential Duties and Responsibilities:
- Serves as the initial department contact for customers who experience technical issues.
- Identifies, triages, and resolves a variety of technical problems.
- Professionally responds to telephone calls, e-mails, and personal requests for technical support.
- Tracks and monitors open problems to ensure a high standard of customer service is met.
- Escalates unresolved issues to the appropriate IT staff or vendor.
- Communicates system outages and their updates to users.
- May suggest, test, and implement workarounds or solutions to reported issues.
- Creates and maintains documentation on common issues and processes.
- Participates in a regular on-call rotation.
- Maintains an accurate inventory of IT equipment.
- Achieves productivity standards and goals while maintaining the highest level of customer service.
- Performs other duties as assigned.

Education/Experience: High school diploma required. Associates degree or higher in a technical field is
preferred. Certification in one of the following is recommended: A+, Network+, or Microsoft Certified
Professional. Familiarity with ITIL principles is helpful. 1-2 years of experience providing customer
service required. Experience working with computer hardware, software, and peripherals in a
professional environment is required. Experience in a healthcare setting preferred.

Skills: Above average technical skills, problem solving skills, verbal and written communication skills are
essential. Ability to work in a team environment, maintain a positive attitude, and a commitment to
quality are required.

Physical Demands:
Sitting at a workstation over 2/3rds of the day. Required to read from text and computer screen over two-thirds of the day. Communicating occurs constantly throughout the day. Able to move around to different facilities if desired. Lifting could be as much as 35 lbs. infrequently throughout the day.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Title:Service Desk Technician
Spokane, WA
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