Service Desk Professional I
Duties - see below:
Please include the following questions and answers at the top of each resume submitted:
Can you pass a drug test and background check?
Do you have a stable internet connection at home and understand you will be issued a desktop, not a laptop?
Do you have experience learning a new proprietary software? Please provide an example.
Are you able to work between the hours of 5 am and 9:30 PM ET? The schedule is 8:30 - 5 pm for the first 3 months.
We need the technician in this position to solve IT problems in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge, and escalate (when necessary) to minimize computer downtime for our staff, partners, and customers. This is an over-the-phone, IT Technical Support position that includes, but is not limited to, supporting desktop applications and programs, network troubleshooting, and clinical application support.
Using basic IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues
Using IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
Provide maximum customer service and issue ownership
Provide on-call support as scheduled during non-business hours
Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
When necessary, escalate incidents to the appropriate next level support team
Communicate with customers, providing status updates and follow-up to ensure satisfaction
Communicate trends and undocumented issues to supervisor, Floor Coach, NOC, and other IT teams as necessary
Complete additional tasks and projects as assigned by Service Desk leadership
Skills
Six months of related experience A combination of experience and/or technical certifications may be considered in lieu of the educational requirements
Knowledge of computer, printer, and network troubleshooting and installation procedures
Demonstrated ability to diagnose and troubleshoot Microsoft products
Demonstrated ability to solve issues with healthcare/clinical applications
Commitment to the values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
Demonstrated ability to work in a team environment as well as independently
Superior customer service skills and phone etiquette
Excellent documentation skills
Ability to work evening , weekend, and holiday coverage as needed and scheduled
Education
Min of HS diploma/GED and One-year certificate from college or technical school or at least 1 year customer service related experience and/or training or equivalent combination of education and experience
