IT Service Desk Professional I

Title: IT Service Desk Professional I Location: 100% Remote Working Hours Needs to be available to work any shift between 8:30 am - 6:00 pm Eastern Time

• Must have the ability to work evening, weekend, and holiday coverage as needed and scheduled

Contact Duration 6 months with the possibility of an extension.

This Service Desk Professional will be tasked with solving IT problems in a timely manner, documenting known issues and solutions, working with project teams to gather product and process knowledge and escalate (when necessary) to minimize computer downtime for Client teammates, 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.
Responsibilities will include the following:

• 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, provide 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 assigned by Service Desk leadership

Required Skills and Expertise:

• Min of HS diploma/GED and one-year certificate from college or technical school or at least 1 year customer service-related experience
  • A combination of experience and/or technical certifications may be considered in lieu of the educational requirements
• 6 months of Call Center/Service Desk related experience
• Commitment to client's 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

Desired Skills and Expertise:

• 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