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Computer Support Specialist

2 months ago

Show Low, United States Summit Healthcare Full time
Job Summary

We are seeking a highly skilled and customer-focused Computer Tech I to join our team at Summit Healthcare. As a key member of our technical support team, you will be responsible for providing exceptional technical assistance and support to our customers, resolving basic technical issues, and ensuring a smooth operation of computer systems.

Key Responsibilities
  • Provide remote technical support to clients via phone, email, or chat, resolving basic hardware and software issues.
  • Perform initial troubleshooting to identify and resolve technical problems efficiently and effectively.
  • Install, configure, and update software and operating systems for customers as needed.
  • Collaborate with senior technical staff for more complex issues and escalate problems when necessary.
  • Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system.
  • Ensure all service level agreements (SLAs) are met and strive to exceed customer expectations.
  • Assigns Help Desk tickets to the appropriate technicians depending on level of expertise required.
  • Takes live calls to the Help Desk call queue, documents issue severity in detail, and utilizes standardized solutions to resolve issues.
Requirements
  • High School diploma or equivalent (required).
  • Associates Degree (Preferred)
  • Advanced customer service skills (required).
  • Two years related experience (required).
Working Conditions

This is a safety-sensitive position. The employee must be able to exert up to 50 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and/or up to 10 lbs. of force constantly to move objects. Worker is exposed to extensive computer work.

Physical motions include finger dexterity, standing, walking, talking, reaching, feeling, sitting, bending, grasping, listening/hearing, handling, lifting up to 30 pounds, and repetitive motions of the hands, wrists, and feet.

Language

This position requires operational knowledge of all equipment and systems used within or managed by the office of the Chief Information Officer; including but not limited to:

  • Windows Desktop Operating Systems such as Windows 10.
  • Active Directory / LDAP / SAML
  • Basic networking proficiency in TCP/IP, wireless 802.x protocols, firewall, switches, VPN.
  • Hospital applications including Electronic Medical Record and Financial Systems.
  • Virtual Desktop environment used by end users.

This employee must be service-oriented and have excellent computer skills, problem-solving skills, customer service skills, organizational skills, multitasking skills, professional interpersonal skills, time management skills, the ability to prioritize work, and telephone etiquette. This employee must be able to correctly and calmly explain situations to varying skill levels and vocational backgrounds. Must be able to read, write, speak, and understand English.

Supervisory Responsibility

None.

Interpersonal Contacts

Contacts are normally made with others both inside and outside the hospital. They are usually made with own department as well as other departments or locations. Frequently contain confidential/sensitive information necessitating discretion at all times. Are made via telephone, e-mail, and meeting software. Usually with staff members, with some physician and visitor contact.