Client Support Specialist-FT

3 weeks ago

Hutchinson, United States Hutchinson Regional Medical Center, Inc. Full time

The Client Support Specialist is a part of the Client Services team whose role is to ensure proper computer operations that enable customers to accomplish business requirements. This includes resolution of technology issues reported by individuals in the organization; configuration and maintenance of client-side physical and virtual desktops and mobile devices; desktop application installation, documentation, support, and upgrades; provide instruction and technical support to our staff; and maintaining a business knowledge of how end user devices are utilized by the organization. A passion for excellent customer service and a strong desire to build robust, readily available systems is required for success.

Actively participate in outstanding customer service and accept responsibility in maintaining relationships that are equally respectful to all.

ESSENTIAL FUNCTIONS:

* Ensure the day-to-day reliability, availability, and acceptable performance of the desktop/mobile environment by providing first level technical support of problem escalation and assignment
* Answers requests for assistance promptly, courteously, and professionally to provide superior levels of customer service while gathering the necessary information to determine the resolution process
* Resolves issues, prioritizes incoming requests, and appropriately works or assigns support tickets
* Research existing, initiate new, and/or update documentation
* Perform hands-on or remote fixes at the desktop level, including installation and upgrades of software, installation of hardware and peripherals, and configuration of systems and applications
* Perform preventative maintenance, including checking and cleaning of workstations, printers and peripherals
* Manage and support Active Directory objects in multiple domains
* Demonstrate the ability to process and set-up system accounts according to established procedures
* Complete project tasks as assigned
* Be willing to provide on-call and after-hours support as required

MINIMUM KNOWLEDGE AND SKILLS REQUIRED:

* Proficient with implementation, administration, maintenance, and support of Google Workspace, Microsoft desktop operating systems, Microsoft Office, virtualization technologies such as Citrix Workspace, and mobile device platforms in an enterprise environment
* Knowledge of basic computer hardware

PREFERRED BEHAVIORAL SKILLS:

* A personal presence which is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Hutchinson Regional Healthcare System
* Demonstrated ability to collaborate with a diverse population
* Must have excellent communication, both written and verbal, and interpersonal skills
* Must be able to maintain confidentiality of work related information and materials, and have knowledge of applicable data privacy practices and laws
* Ability to effectively prioritize and execute tasks in a high-pressure environment
* Highly self-motivated and attentive to detail
* Solid understanding of change management processes
* Ability to incorporate organization's goals and objectives into day to day activities

REQUIRED BEHAVIORAL SKILLS:

* Integrity:
* A personal presence which is characterized by a sense of honesty and the willingness to do the right thing.
* The ability to role model, inspire and motivate others to promote the philosophy, mission, vision, goals and values of Hutchinson Regional Healthcare System


* Compassion:
* A personal presence which is characterized by a sense of caring that is reflected in a high level of empathy and customer service with all that we come in contact.
* Ability to manage conflict, consider other points of view, and offer alternative solutions without jeopardizing overall project direction and the ability to manage customer expectations.


* Accountability:
* Demonstrated track record of ownership of situations, projects and issues.
* Able to work autonomously and have a high degree of flexibility to adapt to changing projects, priorities and work volumes.


* Respect:
* Demonstrated ability to collaborate with a diverse population.
* Treat all internal and external customers with a positive, proactive service orientation.


* Excellence:
* Strong communication and presentation skills with a proven ability to influence and lead teams to conclusion/decision making.
* Proven ability to think strategically but also must be able to lead day-to-day tactical processes.
* Demonstrated ability to manage and provide coaching and leadership on complex projects.
* Must be able to lead and/or facilitate process improvement.



MINIMUM EDUCATION AND EXPERIENCE REQUIRED:

* At least 2 years in a client support role within a medium to large enterprise environment
* At least 2 years of hands on experience with Windows technologies (Active Directory, GPOs, Windows 10, etc.)

PREFERRED EDUCATION AND EXPERIENCE:

* Associates Degree in computer-related technology field
* Experience in healthcare-related field

LICENSURE OR REGISTRATION REQUIRED:

* None

PREFERRED LICENSURE OR REGISTRATION:

* None

We offer competitive pay, a generous benefit package and a reason to be proud of what you do, every day.

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