Service Desk Technician

Information Technology Help Desk Technician

Monday to Friday, 8 : 00 a.m. to 5 : 00 p.m. Onsite

Position will ensure proper computer operation so end users can accomplish their business tasks. Responsible for daily operations of the Service Desk (i.e., answering calls, resolving 1st level support issues, logging calls, assigning priorities)

Required Education : No education requirements

Recommended Education : High school diploma or GED or equivalent

Required Work Experience : 2 years of relevant experience; HS Diploma or GED may substitute for 2 years of work experience

Recommended Work Experience :

Required Certifications :

Recommended Certifications : A+ - CompTIA, Network+ - CompTIA, Security+ - CompTIA

Monitors daily activity of Help desk Call Center activities to ensure good workflow.

Performs general monitoring of incident tracking system including running daily, weekly, or monthly reports.

Documents and tracks all Service Desk calls / requests made via telephone, email, or other supported communications platforms.

Prioritizes and schedules problems; escalating problems when required to the appropriately experienced technician or other support group.

Promotes and delivers excellence in customer service in a professional and knowledgeable manner.

Maintains a 90% or above average quality score for call audits with no more than 4 valid complaints a year.

Performs other duties as assigned. Arkansas Children's is the only hospital system in the state dedicated to caring for children, which enables us to uniquely shape the landscape of pediatric care in Arkansas. Arkansas Children's is driven by four core valuessafety, teamwork, compassion and excellencewhich inform every action. Arkansas Children's Hospital has received Magnet Status for nursing excellence and patient outcomes. And we are nationally ranked by U.S. News & World Report for Cancer, Cardiology & Heart Surgery, Diabetes & Endocrinology, Nephrology, Neurology & Neurosurgery, Pulmonology & Lung Surgery and Urology. For more than a century, Arkansas Children's has met the unique needs of children. But we're more than just a hospital treating sick kidsour services include two hospitals, a pediatric research institute, foundation, clinics, education and outreach, all with an unyielding commitment to making children better today and healthier tomorrow. Arkansas Children's Little Rock campus includes a 336-bed hospital with the state's only pediatric Level 1 Trauma Center, burn center, Level 4 neonatal intensive care and pediatric intensive care, as well as a nationally-recognized transport service. And Arkansas Children's Northwest provides inpatient and emergency care, clinic rooms and diagnostic services to children in that corner of the state.

"Arkansas Children's is a place of hope and comfort for children and parents. When you are at children's, you are part of an elite team united with a common goal of saving children and making their lives better." Michael Business Operations Manager

"Arkansas Children's Hospital is a prestigious institution that cares for children." Linda Information Systems Analyst

"We are an organization of care, love, and hope while we champion children." Angela Parking and Fleet Coordinator

"Care, love, and hope for children!" Kathy Administrative Assistant

"When I think of my time here at Arkansas Children's Hospital, I can honestly say that it has given me a unique perspective on the human condition, and the various roles that we all have in patient care. As a supply assistant, I have a very important job ensuring that the doctors and nurses have what they need to provide the world class medical care to the Children of Arkansas and surrounding states. Being a Champion for Children is more than a catch phrase, it is a way of life!" Nick Supply Assistant

Arkansas Children's provides equal employment opportunity to all persons without regard to age, race, color, religion, national origin or citizenship status, disability, military status, sexual orientation, gender identity or expression, pregnancy or any other category protected by federal, state and local laws. Further, Arkansas Children's will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.