Since 1969, Spectrum Health Systems, Inc. has been a leader in the field of alcohol and drug abuse treatment. Our mission is to provide the highest quality of services to individuals seeking treatment for substance abuse and/or mental health issues. We assist our clients in achieving sobriety, sustaining recovery, and fulfilling personal goals in order that they may lead healthier, more productive lives. At Spectrum Health Systems, we take great pride in our organization and in our work. We believe that providing the highest quality service and ensuring that our actions and behaviors are always client-focused place our organization ahead of the rest.
The Service Desk Technician I is the frontline technical support professional who receives and handles tickets. Responsible for providing customers with information, restoring service, and escalating tickets to a higher level of support. These individuals are technical generalists. This position requires good communication skills and the ability to take direction regarding incident resolution. Must have working knowledge of IT systems, processes, and terminology.
This position is based out of our Corporate Office in Worcester, MA.
(This position begins out of our Corporate office for 2 weeks of training. It would then become a work-from-home position during this indefinite period of COVID precautions. There is a possible exception for voluntary field work.)
This position is Full-time, 40 hours.
Schedule is Monday-Friday. Start times may begin as early as 8:00 AM.
Salary: $38,000-$40,000 ($18.27-$19.23/per hour)
Spectrum offers comprehensive benefits, including, but not limited to: health/dental/vision/disability insurances, 401k with company match, a generous paid-time off policy, and tuition reimbursement/assistance programs!
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Assist in software releases and rollouts and communication to the end users.
Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
Build rapport and elicit problem details from service desk customers.
Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
Record, track and document the service desk incident management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow ups to help requests.
Develop help sheets and FAQ lists for end users.
Reinforce SLAs to manage end-user expectations.
Must participate in mandatory on-call rotation.
Performs other duties as assigned.
Associate degree or 1 to 2 years equivalent work experience.
Optional Certifications: HDI, Microsoft, Cisco, CompTIA or ITIL v3.0 or v4.0.
KNOWLEDGE & EXPERIENCE:
Knowledge of basic computer hardware including CPU, RAM, HDD, Network Adapters, etc.
Extensive application support experience with Electronic Medical Record software.
Working knowledge of a range of diagnostic utilities, including remote control software.
Experience with smartphone, desktop and server operating systems, including Windows, Apple iOS, Android.
Familiarity with the fundamental principles of ITIL.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Strong documentation skills.
Fluent in English.
Customer service experience.
Troubleshooting/problem solving experience.
Experience working in a team-oriented, collaborative environment.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Communication (listening) skills.
Keen attention to detail.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to work under pressure.
Employee is regularly required to sit, stand, walk, reach, stoop, talk and hear or otherwise perform any number of physical activities that may be required in completing daily tasks. Candidate may be asked to lift as much as 25 pounds while completing essential duties and responsibilities of the position.
Spectrum Health Systems is an equal opportunity at will employer and does not discriminate against any employee or
applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.
Job Family Technical
Job Function Clerical/Accting/Support
Pay Type Hourly
Min Hiring Rate $38,000.00
Max Hiring Rate $40,000.00
Spectrum Health Systems, Inc.