Provides initial employee support for technical inquiries received via phone, email, and messaging applications.

• Responds to and diagnoses problems through discussion with users, which includes trouble shooting and resolving issue or incident escalation.
• Troubleshoots software and hardware issues on laptops, desktops, tablets, and/or smartphones. Resolves support requests with a high degree of customer service.
• Assesses the nature of the call, resolves Level 1 issues, and escalates to the appropriate work groups, when necessary.
• Documents all client, vendor, and team contacts in ticketing system. Logs support tickets in Carilion's IT Service Management System.
• Monitors network operations including troubleshooting, opening Verizon support tickets, and notifying key stakeholders.
• Interacts with clients, vendors, and multiple teams via phone calls, emails, and Microsoft Teams to provide resolution to problems and other requests as necessary. Provides effective and timely resolution of users' problems, queries.

Education: Highschool Diploma/GED

Experience: 1-year Help Desk/IT Equivalent or 1 year Customer Service preferred

Licensure, certification, and/or registration: Prefers one of the following: CompTIA A+, CompTIA Network+, CompTIA Security+, Epic Proficiency in any module, any Microsoft certification, associate degree with IT emphasis, or Help Desk certification from HDI. Requires a minimum of 15 hours of continuing education hours per year to maintain current knowledge of relevant product offerings and methods of support delivery, to provide technically accurate solutions to customers.

Other Minimum Qualifications: Understands Microsoft Operating Systems, experience troubleshooting Windows desktops, laptops, network printers, proficient in Microsoft Office 365, basic understanding of network principles, strong oral and written communication skills, customer service, critical thinking, understand and follow specific knowledge documents and procedures. valid Virginia drivers' license and dependable transportation.

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.