Tier 3 Helpdesk Specialist

2 weeks ago

Washington, United States MicroHealth, LLC Full time
Position: Help Desk Specialist - T3
Assist Helpdesk Manager by providing oversight and guidance to help desk team members and customers on accounts, MED applications, Service Now ticketing system, and asset tracking Manage user accounts, applications, Service Now ticketing system, and asset tracking; ensure customer service is timely and accurate; conduct component level diagnostics. Assist in the use of a variety of clinical business software and operating systems. Provide support to office and remote users using Service Now ticketing system, while escalating tickets as necessary to the appropriate support teams. Support program-level Service Desk functions to include evaluating, processing/resolving, and tracking of all Tier levels I/II/III Trouble Tickets. Reviews Trouble Ticket to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue; coordinate with the ticket originator to confirm or obtain additional information as needed. Analyze verified Trouble Tickets and assign a classification and priority to facilitate timely and appropriate processing of the issue.
Communicate and collaborate with multiple external organizations regarding the resolution of issues.
Reproduction, analysis and reporting of valid problem defects; processing Trouble Ticket for resolution based upon the classification.
Provide detailed trend analysis and reporting of triaged and resolution activities.
Responsible for User Account provision processing and troubleshooting. Handle routine tasks with no assistance, general instructions on new assignments.
Work on assignments that are moderately complex in nature where judgement is resolving problems and making routine recommendations.
Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
Maintains documentation for health IT procedures and processes, as well as maintenance logs and equipment databases.

Tier three Helpdesk qualifications:
  • Possess exceptional interpersonal skills and superior oral and written communication skills.
  • Strong analytical and problem-solving skills
  • Excellent planning and time management skills
  • Proficient in computer technology and Microsoft Office applications
  • Strong ability to convey complex information in way that users understand

Physical Demands:
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. MicroHealth will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, or status as a protected veteran and ensure that all employment decisions are based only on valid job requirements.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you need a reasonable accommodation due to a disability for any part of the employment process, please send an e-mail to [email protected] with your request and contact information. employee may lift or move objects up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

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