Customer Support Specialist I - Service Desk

POSITION SUMMARY:

To be fully engaged in providing Quality/No Harm, Customer Experience, and Stewardship by supporting the Information Technology call center and end user technology that consistently exceeds our customers' expectations and supports the corporate objectives of Health First. This position is a highly visible position to Health First associates and customers and serves as the front line of IT support for both the IT Call Center and servicing end user device needs. The position is an hourly position that will require flexibility for working shifts at various times of the day with the possibility of additional on-call responsibilities. Required to perform additional duties to support the business as required.

PRIMARY ACCOUNTABILITIES:

Quality/No Harm:

• Maintains a high level of compliance in assigned areas of responsibility, abides by established Health First Information Security policies and procedures.

• Follows the troubleshooting documentation for information systems support, equipment support, and applications documentation related to core systems.

• Escalates issues (incidents and problems) as needed to Team Lead or above.

• Creates Incident, Request, and Problem tickets per documentation provided by/for the team.

• Monitors open Incident, Request, and Problem tickets for potential escalations, expedite requests, and status updates from customers.

• Assigns tickets to support groups only after proper troubleshooting process have proven ineffective and the ticket is fully documented with the troubleshooting steps performed to resolve the customers issue.

Customer Experience:

• Provides customer support within the priority and case closure standards as agreed to in the departmental Service Level Agreement documentation. Participates as requested in customer service training programs.

• Understands and adheres to the Priority system for assignment of Support Center cases.

• Applies fundamental customer support techniques.

Stewardship:

• Strive to resolve all caller's issues at the point of call. If we are unable to resolve the issue, we will document the troubleshooting steps that we followed in the ticket prior to ticket assignment.

• The Support Center agent will attempt to bring the caller back to a working state when possible.

• Able to demonstrate cost savings strategies within our area of responsibilities.

QUALIFICATIONS:

• High school diploma/GED required.

• Help Desk International "Service Center Analyst" Certification within 90 days of hire.

• Exceptional customer service skills required.

• Demonstrates excellent oral, written, and interpersonal communication skills.

• Empathetic with customer needs and concerns required.

• Working knowledge of Microsoft Applications desired.

• Associate or Bachelor degree in computer science, computer information systems desired.

• Working background in a health care environment is desired.

PHYSICAL DEMANDS:

• Should be able to lift-push or pull up to 50 lbs at least 2 times a day.

• Should reach out for lift assist as necessary.

• Should be able to work extended hours when required.

• Must be able to handle various physical activities such as kneeling or squatting to deploy PCs in the work areas.

• Able to sit and answer phones for prolonged periods.

MENTAL DEMANDS:

• Able to handle stressful and dynamic work situations while contributing to a team environment.

• Exhibits analytical and problem solving abilities.

COMPETENCY ASSESSMENT/SKILLS CHECKLIST:

• Microsoft Suite

• Outlook 365

• Email Etiquette

• Phone Etiquette

• Department Training Checklist provided and completion required within 90 days of hire.