Vacancy expired!
- Handle 35-50 customer contacts per day from a variety of inbound sources: telephone, voicemail, email, assigned tickets, and instant messenger while maintaining 95% Customer Satisfaction ratings, 60-65% First Contact Resolution, and 65-75% Level 1 Resolution.
- Resolve 8-20 Level 1 escalations per day from a variety of inbound sources: telephone, voicemail, email, assigned tickets, and instant messenger while maintaining 95% Customer Satisfaction ratings.
- Handle up to 100 tickets per day while managing queues and triaging tickets based on priority and service tier with greater than 95% accuracy.
- Assist Level 1 analysts in troubleshooting technical issues.
- Provide onsite field support for designated sites.
- Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.
- Gather technical information and prepare IT technical Notifications; ability to translate and manage technical Notifications to customer-facing Notifications.
- Provide front line support for a variety of clinical/business applications, provision and administer user accounts and reset passwords in Active Directory, Conceptually understand the purpose, general functions of enterprise applications, such as EPIC, Pyxis, MyAccess, and all its terminology.
- Knowledge of important Federal, State, UC, and client information security policies and procedures. Knowledge of policies sufficient to recognize violations or potential security problems before they happen, and act as information security liaison for supported groups.
- Use network diagnostic tools to support network infrastructure. Add/Move/Change Telecom Communication Devices (e.g., Siemens/Cisco phones). Support and update of Amcom Pager System Database.
- Minimum two years of experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment and/or equivalent experience/training.
- Bachelor s degree in Computer Science, Information Systems, or a similar degree. In lieu of degree, minimum of one years of additional relevant experience.
- Demonstrated expert proficiency supporting MS Windows 7, Windows 10, Macintosh OS X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook.
- Ability to act as a Desktop Hardware & Software consultant helping customers purchase the appropriate Hardware & Software for their needs.
- Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments.
- Demonstrated skill in configuring, troubleshooting, and supporting escalated end user client systems including desktop, laptop and mobile computing devices Windows, Macintosh, Android and iOS.
- Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Ability to follow Desktop Support process in an enterprise environment such as, Customer Onboarding, Desktop engineering tools and services, Financial management Policies and Service, Security processes & tools, and Customer Outreach & Tools.
- Understanding of IT Service Management, incident and request management with-in an Enterprise environment
- Ability and flexibility to support a 7x24 clinical environment with potential on-call responsibilities.
Vacancy expired!