Overview
On Site
Contract - W2
Contract - 6+ Month(s)
Skills
ServiceNow
call center
Service Desk
remote support
Job Details
- Provide support for issues related to password resets, MS Office, Windows, Epic EMR, VMWare VDI, Cisco AnyConnect VPN, Printers, PC's, laptops, Medication Carts, and Wireless PC carts.
- Manage level 1 & 1 Incident/service requests from report to resolution.
- Receive, prioritize, document and actively resolve end user help requests
- Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
- Track open tickets (via ServiceNow) and monitor ticket progress per SLA, close ticket items when resolve
- Follow escalation and paging procedures to ensure SLAs are being met
- Provide support and services to users, seeking to resolve as many calls as possible at level 1
- Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
- Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
- Participate in special projects as needed and perform other duties as assigned
- Must be able to work independently as well as work as part of a fast-moving team
- Must be able to work at various locations when necessary along with working various shifts
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.