Business Requirements and System Analysis: Provide First Level Support for caller requests including troubleshooting, escalation and/or and resolution. Use Incident Management documentation system for all incidents, problems and changes. Provides knowledge base materials in required format to be documented to the Leadership/ approver. Monitor system wide alerts, downtimes and advisories, document and escalate to appropriate support team by providing notification, updates and resolution as required. Attend all WVUHS IT Help Desk mandatory staff meetings either remote or in-person. Effectively use the Help Desk phone system as well as all hold, handling and routing state features. Effectively use organizational chart and understand enterprise-wide chain-of-command. Field 40 calls on average per daytime/weekday shift while delivering excellent customer service. Ability to multi-task customer calls, e-mails, IT security user provisioning and data center operations. 2. Helpdesk Analysis: Clearly and accurately document all calls in incident management software for detailed tracking of incident reporting. Route all manually assigned Incidents appropriately. Always use appropriate spelling, grammar and context when documenting incidents, problems, changes and customer correspondence .. System Operation and Integration: Demonstrate knowledge of currently implemented desktop operating systems. Demonstrate basic working knowledge of Microsoft Directory Services and user interface. Learn and use remote access tools for troubleshooting and resolution of basic technical issues .. Communications: Clearly and respectfully communicate with all customers. Actively listen and treat fellow employees, patients/families and customers with respect. Keep customers, patients/families and fellow employees, adequately informed, providing updates when appropriate. Select/use appropriate communication methods. Participate and contribute to group meetings and sessions. Demonstrate effective listening skills .. Customer Service: Contribute to an environment of continued improvement and value-added customer service. Anticipate service problems or challenges and proactively seek to identify and implement effective solutions. Independently pursue service recovery with assistance from peers and escalate whenever needed. Assure work processes and systems focus primarily on the patient/family and customer. Exhibit the capability to escalate priority issues to superiors when necessary or requested. Exhaust all 1st level support options before escalating issues to 2nd level support. Demonstrate respect for variety of persons, personalities, and cultures .. Teamwork: Performs the following core duties: participates in mentoring, training, and development of other employees. Participates in training and professional development sessions. Participates in departmental teams. Travels independently to remote sites and communicates back to the team while working offsite (if assigned). Exhibits objectivity and openness to the view of others, including patients/families and customers. Offers assistance and support to co-workers. Contributes to building positive team spirit and cohesiveness. Balances team and individual responsibilities. Works proactively and cooperatively in group problem-solving situations. Proactively works to resolve conflicts. Encourages peers to seek innovative approaches to solve problems. Engages peers/ employees in improving the quality of the work. Serves as a leader in group problem-solving situations. Leads departmental teams. Coordinates team cross training. Leads new technology projects and shares knowledge with team members. Creates presentations and/or reports for staff meetings .. This position may require travel to other West Virginia United Health System (WVUHS) facilities or affiliated sites to assist with implementations, training, and/or support .. Adheres to the established policies of the WVUHS as well as the policies of the entity or entities where the IT team member is assigned to work and/or employed.