Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Deskside Support Technician

Expired Job

Healthfirst New York , NY 10007

Posted 3 months ago

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

Minimum Requirements:

  • 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


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
HBO Tier 3 Customer Engagement And Support Technician

Time Warner, Inc.

Posted 5 days ago

VIEW JOBS 12/13/2018 12:00:00 AM 2019-03-13T00:00 OVERALL SUMMARY The Tier 3 Customer Engagement and Support (CES) Technician will provide advanced support for issues that cannot be resolved by lower tiers. This individual will be a core contributor on the Tier 3 CES team and will collaborate with cross-functional technical teams to ensure escalated issues are surfaced, triaged and tracked for resolution. The ideal candidate will possess a solid foundation of technical and customer service experience. He or she will have the ability to resolve complex issues with professionalism and poise. PRIMARY RESPONSIBILITIES: * Serve as initial escalation point for support tickets escalated from Tiers 1/2 and ensure that individual tickets are guided through to resolution * Become a subject matter expert on HBO streaming products/services, as well as all responsibilities maintained by the Tier 3 team and continuously remain current in that knowledge * Identify creative troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing knowledge base articles or other known troubleshooting steps * Responsible for reproducing, confirming and overseeing documentation for escalated product issues, as well as tracking reported issues throughout the product development lifecycle * Responsible for escalating individual support tickets that cannot be immediately resolved through available troubleshooting steps to extended teams for further investigation, ushering these tickets through to resolution and coordinating communication/closure back to Customers * Able to act as backup for frontline support teams across engagement channels and tiers, as needed (phone, email, social, additional channels) * Provide after hours coverage as part of an on-call rotation schedule for SLA support, as needed * Work continuously to increase product knowledge of growing suite of HBO streaming products and services * Partner with larger CES and UX writing teams to capture and translate new product information into Customer- and Agent-facing support content, as well as ensure existing content is continuously maintained and up-to-date * Facilitate Customer and Partner escalations to help ensure they're responded to within established timeframes and support service levels * Participate in ongoing improvements for support processes, policies and standards * Participate in collecting and surfacing product issues/feedback to design and development teams * Collaborate with larger CES team to identify and uphold KPIs for service and operational excellence * Occasionally travel to provide and/or receive on-site training and support, as needed Requirements: * 2-3 years customer service experience at a comparable B2C brand, preferably in media, entertainment, technology or hospitality and supporting streaming media or equivalent technologies * Familiarity and comfort with consumer streaming devices such as Apple TV, Roku, iOS devices, Android TV/mobile, more * Demonstrate strong analytical and problem solving skills * Possess excellent written and verbal communication skills, as well as strong listening skills * Excel in both customer service excellence and technical acumen * Able to handle multiple priorities, using proper urgency when needed * \n\n\n\n Time Warner, Inc. New York NY

Deskside Support Technician

Expired Job

Healthfirst