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Technical Support Specialist
2 months ago
Job Location: Fairfield, CA
Job Duration: 2+ Months +
Pay range: $25 - $30/hr. on W2
Shift: Will train on days, but need to have flexibility to workdays, swing, and nights as needed
Position Overview:
- Operates under the guidance of the Business Operations and Helpdesk Manager.
- This role is accountable for overseeing computer application operations, executing specific tasks related to the support of the IT Helpdesk, and escalating issues to maintain the availability and dependability of the organization's information systems.
- The individual also aids Helpdesk Support 1 by responding to customer inquiries and performing other associated responsibilities as assigned.
- Monitors and executes application processes effectively.
- Handles all Helpdesk calls and thoroughly logs each call (detailed problem description) into an Incident Management system.
- Spends 90% of the workday on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue, and oversee Self Service requests.
- Ensures customer contact details are up-to-date in the Incident Management system.
- Provides responses to common frequently asked questions.
- Triages calls, provides callers with a trouble ticket number, and directs tickets to the appropriate support personnel if unable to resolve issues.
- Escalates technical issues to management, vendors, support staff, and clients as necessary.
- Performs data entry and other administrative tasks as required.
- Completes various tasks as directed by management in support of the Helpdesk.
- Receives calls or requests, logs, resolves, escalates, and closes calls or service requests in accordance with departmental guidelines.
- Monitors Helpdesk email and voicemail hourly as defined in departmental Policies and Procedures.
- Educates end-users as necessary.
- Participates in scheduled departmental meetings.
- Other duties as assigned.
- Willingness to train during the day, with flexibility to work days, swing, and nights as required.
- Core responsibilities include hardware setup/configuration and rebuilding workstations for all clinics across the organization.
- Experience in a healthcare organization is preferred but not mandatory. Initial project duration is 8 weeks.
