Service Desk Technician

Work Status Details: REGULAR FULL TIME | 80.00 Hours Every Two Weeks
Shift: Days
Pay Rate Type: Hourly
Location: YRMC - Off Campus

Listed is the base hiring salary range offered for this position. Actual salaries may vary depending on factors, including but not limited to skills and experience. The salary range listed is just one component of the total rewards/compensation package offered to candidates.
Min = $18.20
Mid = $22.75
Max = $27.30

Summary:

The Service Desk Technician provides a range of functions in support of the Information Technology Division and excellent customer service support. The technician handles Information Technology incidents, troubleshoots technical problems, and responds to customer requests. The Service Desk Technician works on a team that serves as a single point of contact for all customer interactions related to Information Technology issues. The technician assists customers with issues and provides technical resolutions. This person is responsible for tracking, fielding, prioritizing, and escalating incoming service desk requests to the appropriate team. The Service Desk Tech performs assigned functions according to standardized policies and procedures. The Tech provides strong technical troubleshooting skills and preventative maintenance on peripheral equipment and supported systems.

Responsibilities:

Serves as the first point of contact for customers seeking technical assistance via phone or email.

Performs remote troubleshooting using problem-solving skills, documentation, and pertinent questions and requires basic analytical ability is required to resolve routine technical issues.

Determines the best solution based on the issue and details provided by customers and assist the customer through the problem-solving process.

Escalates unresolved issues to the next level of support and provides accurate information on IT applications or services.

Records incidents, problems, and their resolution in the ticketing system. Monitors servers and network and escalate issues to the appropriate team.

Follow-ups and update customers on ticket status. Identifies and suggest possible improvements on procedures.

Develops documentation on frequently asked questions. Shares any feedback or suggestions from customers to the appropriate internal team.

 Other Duties as assigned.

Education:
Essential:
* HS DIPLOMA/GED

Other information:

High School/GED and 1+ years of experience of customer service with basic IT skills (MS Office, Troubleshooting, Operating System knowledge, basic network configuration)

Why Yuma Regional Medical Center?

Yuma Regional Medical Center (YRMC) is located in Yuma, AZ. Our purpose is building a healthier tomorrow. We strive by putting patients first as they are the center of every decision and action we take. YRMC is rooted in the community by living and breathing the dynamic nature of our region. Being committed to progress by constantly and consistently advancing healthcare, creating meaningful experiences and improving the lives of everyone around us.

Our Values

Bring Kindness | Achieve Together | Aspire For Better | Do The Right Thing | Lead With Optimism |

About Yuma, AZ

Named by the Guinness World Records as the Sunniest City on Earth with winters averaging temperatures of 70 degrees, sunny days and cooler nights.

Yuma, Arizona is a place to explore the great outdoors with hiking, jet skiing, boating and off-roading. Don’t forget to soak up the sun at the great Colorado River or one of Yuma’s many lakes.

Yuma is centrally located in Southwest Arizona, within a short drive to many popular attractions and destinations.

https://www.visityuma.com/

https://www.yumachamber.org/

Bring your skills to one of the sunniest places on earth - Yuma, AZ!

Physical Requirements and working conditions for this position will be provided to you up on interview.