Our Technology Services Department works with Healthfirst's functions to conceive deliver and support the technology that executives, professionals and telecommuters need to succeed. This individual will serve as a single point of contact to customers for service request calls, work phones, dispatch queue when necessary and e-mail. He/she will log all incidents and create tickets detailing issues related to the customer.
Note: Weekend work may be required.
Job Description & Requirements:
Provide daily phone support for end users within Healthfirst. Focus will be on maintaining/monitoring queue's and providing first level support for password resets, basic troubleshooting and user instructions.
Documents resolutions and updates the knowledge base.
Alerts management on critical or reoccurring issues called into the Help Desk.
Participates in new hire orientation, office moves, PC/Laptop setup and configuration.
Improve customer service, perception and satisfaction and solicits feedback from customers through follow up calls after service requests are completed.
Additional duties as assigned
Strong interpersonal and customer service skills.
Ability to manage time effectively, multi-task and adapt to changes quickly in a fast moving environment.
Flexibility to work overtime and on weekends to support a 24x7 environment, holidays and at peak times.
Ability to troubleshoot and resolve technical problems over the phone which includes PC/Laptops in a Windows XP, Windows 7 network environment.
Experience with Microsoft Office applications and third party applications.
Has worked within a professional services firm or similar environment.
Technical experience or some exposure in some areas of pc internal networking and software including LAN, WAN.
Ability to coordinate large and small roll outs and other projects that may arise.
Associate's degree from an accredited institution or equivalent years of experience. Completed coursework from an accredited college or university.
Mac Experience is a plus
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
If you have a disability under the Americans with Disability Act or a similar law, and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.
EEO Law Poster and Supplement