21 Apr
IT Service Desk Support (Tier 1)
Vacancy expired!
The
Service Desk Support (Tier 1) position is our first level of support working directly with end users to resolve technology issues remotely for our nationwide client base. Members of this team will be exposed to multiple desktop, network and server technologies in our diverse customer infrastructure environments. The Tier 1 position responds to, resolves and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal with a focus on superior customer service. This is a ground floor opportunity to learn multiple technologies with advancement options to fulfill your career goals. Duties and Essential Role Functions- Provide remote desktop support and basic server administration with a focus on
- Client satisfaction
- Service delivery quality
- Technical excellence
- Drive to meet and exceed organizational goals for
- Customer Satisfaction
- Employee Satisfaction
- First Contact Resolution Rate
- Average Speed to Answer
- Demonstrate strong customer service skills to provide phone support including
- Listening to the customer to gain an accurate understanding of the situation
- Being empathetic to the customer’s circumstance and having a sense of urgency to resolve the issue
- Producing accurate and detailed documentation at the client and incident level
- Provide remote support for desktops, printers, mobile devices, and basic server administration
- Follow task creation, work, closure, and escalation procedures
- Support team members with resolving client issues
- Meet or exceed position Key Performance Indicators (KPIs)
- Excel in the areas of
- Client service skills
- Professionalism
- Punctuality
- Technical competencies defined for the position
- High School Diploma or equivalent required; undergrad degree in Computer Science or related field, or commensurate relevant experience preferred
- 1 to 2 years of experience with troubleshooting and providing remote support
- 1+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems
- 1+ years of experience supporting healthcare IT systems like EMR, PACS, RIS and DICOM
- 1+ years of experience with basic administration of the following:
- The most current versions of the Windows Server family operating system
- The most current versions of Microsoft Active Directory
- The most current versions of Microsoft Exchange Server
- A working knowledge of the following technologies (current versions)
- Mobile devices, laptops and desktops
- Common desktop applications including the most current version of Microsoft Office
- Server backup solutions
- Client/server printing
- Hands-on hardware and software troubleshooting experience
- Strong interpersonal and oral communication skills; attention to details
- Adept at reading, writing, and interpreting technical documentation and procedure manuals
- Ability to present ideas and solutions in user-friendly language
- Highly self-motivated and directed
- Proven analytical and problem-solving abilities
- Strong customer service orientation
- Experience working in a team-oriented, collaborative environment; preferably an IT Call Center
- Ability to type 30 to 45 words per minute
- At least one of the following industry certifications is preferred
- Microsoft Technology Associate (MTA)
- CompTIA A+
- MCTS/MCP Windows 7 or above
- Citrix Certified Associate
- Familiarity with the use of and troubleshooting current version of the Mac OS (Desktop) is a plus
- Honest, Enthusiastic, Respectful, takes Ownership, achieves Excellence, and consistently delivers quality
- Service to team members and customers alike
- Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient
- Affinity for and successful experience with small to medium size business environments
- Ability to adapt and thrive in a constantly changing work environment
Vacancy expired!