Service Desk Technician

3 weeks ago

Diamond Bar, United States Prosum Full time

Prosum is seeking a Service Desk Technician to join their client in Diamond Bar, CA. This is a 6+ month contract, 100% onsite. Prior Call Center/Phone support is required.

SUMMARY

This position is responsible for assisting in the implementation and ongoing support for the assigned applications. Responsible for first contact resolution of application issues and/or application training issues which fall within scope and level of access for the Support Team.

The selected candidate/s for the role will be responsible for participating in workflow and system optimization initiatives, telephone support, and other types of end-user workflow support to help the end users gain the expertise necessary for success.

Other duties and responsibilities for the role are as follows:

  • Provides first level application support for assigned applications
  • Performs assessment, follow up and resolution of all reported application end user issues.
  • Identifies additional training needs for end users as well as opportunities for system improvements and communicates observations to application team members.
  • Captures and documents end-user issues to accurately assist to define and troubleshoot, resolve, escalate issues in collaboration with training and application team members
  • Participates in functional testing, workflow documentation, and other duties as assigned.

REQUIREMENTS FOR THE ROLE

Experience

  • 12 months of experience in a call center environment providing phone support or at-the-elbow support for software applications. Preferably for a system integrated Electronic Health Record application.
  • One (1) year of experience working in a large healthcare environment is preferred.

Knowledge

  • Advanced computer skills, and advanced knowledge of Microsoft Office applications is required.
  • Highly organized
  • Excellent written and verbal communication
  • Proficient in Microsoft Office, including Outlook, Word, and Excel
  • Ability to work in high volume, fast paced environment
  • Customer service oriented
  • Excellent work ethic and commitment to job responsibilities

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