Technical Assistance Provider

3 weeks 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 IT department, you will be responsible for providing top-notch 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.
  • Provide helpful information, answer questions, and respond to complaints from our customers.
  • Assign Help Desk tickets to the appropriate technicians depending on level of expertise required.
  • Take live calls to the Help Desk call queue, document issue severity in detail, and utilize standardized solutions to resolve issues.
  • Strive to resolve tickets on the initial call for assistance from the end user.
  • Install, troubleshoot, configure, and maintain hardware/firmware, telecom/collaboration systems, operating systems, applications, and network resources to support end user productivity and ensure high availability of information resources.
  • Manage adds, moves, changes for equipment, users, securities, etc.
  • Display proper etiquette and mannerisms that reflect the SHINE Behavior Guidelines.
  • Promote the Patient Safety Standards as a core value of the organization.
  • Prioritize what tickets should be handled first on busy days.
Secondary Responsibilities
  • During gaps between help desk phone calls, proactively work on Unassigned Help Desk tickets and complete or do further information gathering and escalation if needed.
  • Provide end users with education materials and/or solutions to drive end user self-sufficiency.
  • Participate in departmental and hospitalwide informational meetings and inservices, including staff meetings, hospitalwide forums, and seminars.
  • Review department and hospitalwide policies and procedures annually.
  • Perform all other duties as assigned.
Requirements
  • High School diploma or equivalent (required).
  • Associates Degree (Preferred)
  • Advanced customer service skills (required).
  • Two years related experience (required).

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