Job Details

ID #19956672
State Oregon
City Portland
Job type Contract
Salary USD Depends on Experience Depends on Experience
Source Odesus
Showed 2021-09-20
Date 2021-08-27
Deadline 2021-10-26
Category Technical support
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Technical Support Specialist II

Oregon, Portland, 97213 Portland USA

Vacancy expired!

Large Healthcare Organization is looking to hire

multiple Technical Support Specialists for their Portland, OR location.

Technical Support Specialist II serves as a resource and local primary point of contact for customer's issues and requests for information technology services and support and provides high quality end user IS/IT services to all employees, partners, and customers, while also delivering an excellent customer service experience.
  • Demonstrates company core values of respect, justice, compassion, stewardship, and excellence to customers, employees, and visitors; and provides quality service in the performance of work assignments and duties.
  • Maintains established department policies and procedures, Improving Organization Performance program, and patient/customer safety standards.
  • All Level I duties plus provide training or mentoring to other team members regarding technical and application support.
  • Makes or recommends process, policy or procedure additions and modifications to Service Desk knowledgebase to ensure the information for troubleshooting issues and proven resolutions are repeatable by all support teams.
  • Assists with resolving these issues with new process improvements.
  • Demonstrate a leadership role within the Technology Service & Operations team in modeling behaviors consistent with industry practices in garnering excellent customer satisfaction.
  • Provides a consistent focus on continuous process improvement for the Technology Service & Operations team.
  • Design automation scripts for use by other team members.
  • Develop and maintain technical documentation associated with troubleshooting customer hardware and software issues.
  • Must be able to participate in the assigned “on-call” rotation.
  • Must be able to own transportation to and from various assigned work locations.
  • Performs other Duties as Assigned.
  • Providing a level of technical expertise across multiple skill sets and a complex technical environment to address and resolve the client's issues in an acceptable time frame.
  • Working with the many different IS support organizations within company IS (as well as vendors) will be challenging.
  • The expectation is that the Technical Support Specialist will continue to own resolution of an issue through until completed to the satisfaction of the user, regardless of the numbers of handoffs between organizations.
  • Technical Support Specialist will need to develop and maintain solid working relationships with all impacted users within the areas that they support.
  • Knowledge and understanding of the technical and application environment across the entire enterprise.
  • Remaining calm and professional under pressure, high ticket volume, and major events that impact the customer.

Experience & Education (The Must Haves):
  • Undergraduate degree in Computer Science, Electrical Engineering, Information Systems or related discipline; OR Associates Degree in IT or IT related industry plus (4) years of IT experience.
  • At least two (2) current certifications in technology related fields and a minimum of (1) year of experience in technical support. Or at least one (1) current certification in technology related field plus a minimum of at least two (2) years of experience providing technical support in a high volume, technology focused call center. Or at least three (3) years of experience providing technical support in a high volume, technology focused call center.
  • License/Registration/Certifications: A+, Network+, CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MCDBA Significant knowledge of Internet Explorer, Microsoft OS from Windows XP to Windows 8, MS Office, basic UNIX, and TCP/IP network, hardware configuration, including PC's, printers, servers and other peripherals.
  • Basic knowledge of monitoring software and call tracking systems.
  • Vacancy expired!

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