IT Service Desk Professional I

Job Title: IT Service Desk Professional I

Location: Malvern, PA / Remote

Duties:

• We need the Teammate in this position to solve support incidents in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge, and escalate (when necessary) to minimize downtime for Client teammates, partners, and customers.
• This is an IT contact center support role that includes supporting customers through various channels such as phone, chat and tickets submitted via our customer portal.
• This position includes, but is not limited to, support of clinical & desktop applications, as well as other technical troubleshooting.

• Using basic IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve customer support 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
• Participate in a rotating on call and Saturday coverage schedule
• 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, providing status updates and follow-up to ensure satisfaction
• Communicate trends and undocumented issues to supervisor, seniors and other IT teams as necessary
• Complete additional tasks and projects as assigned by Service Desk leadership

Skills:

• If working from home a private, dedicated office / work space is required, as well as a strong wired internet connection for the provided desktop pc.
• Associate s degree in Computer Science/Information Systems (or similar technical major) from an accredited college
• Six months of related experience
• A combination of related experience and/or technical certifications may be considered in lieu of the educational requirements
• Demonstrated ability to solve issues with healthcare/clinical applications
• Knowledge of computer, printer, and network troubleshooting and installation procedures
• Demonstrated ability to diagnose and troubleshoot Microsoft products
• 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
• Ability to work evening, weekend, and holiday coverage as needed and scheduled
• Ability to travel up to 5%
• Ability to deal with confidential information and/or issues using discretion and judgment.