Information Tech Assistant (Per Diem)

Job description

At NorthBay Health, the IT Assistant is responsible for monitoring computer application processes, performing specific tasks in relation to the support of the I.T. Helpdesk and escalating problems to ensure the availability and reliability of the organization’s information systems. The incumbent also assists Helpdesk Support 1 answering calls from customers and performs other related duties as assigned. PRIMARY JOB DUTIES: Monitors and executes application processes. Answers all Helpdesk calls and logs the call completely (detailed problem description) into an Incident Management application. 90 % of workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests. Ensures customer contact information is current in Incident Management application. Provides answers to simple frequently asked questions. Triages the call and gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unable to resolve. Escalates technical problems to management, vendors, support staff and clients. Performs data-entry and other clerical tasks as required. Performs various tas...