Customer Support Technician

2 weeks ago

Tazewell, Tennessee, United States Covenant Health (Tennessee) Full time

Position Overview:

Help Desk Service Support Specialist Staff

Employment Type: Full-time, 72 Hours Per Pay Period, Day Shift

On-call rotation required

Covenant Health, a leading healthcare provider, is committed to delivering comprehensive medical services, including emergency care, surgical procedures, rehabilitation, and diagnostic services. Our radiology department is recognized for excellence in various imaging modalities. We also provide skilled and long-term care through our dedicated facilities. Our team prioritizes patient care and satisfaction.

Role Summary:

This role operates under general supervision and serves as the initial point of contact for clients seeking technical assistance via phone, email, or chat. The specialist is responsible for supporting a variety of applications and systems by diagnosing and resolving issues remotely using advanced troubleshooting techniques. Strong communication skills are essential for providing clear guidance to customers and for effectively gathering detailed information to facilitate issue resolution.

Key Responsibilities:

  • Deliver exceptional support for user access, workstation, server, telecom, network, application, and hardware issues, including problem identification, research, isolation, and enhancement of documentation and resolution processes.
  • Resolve the majority of user issues during the first interaction; escalate unresolved matters to higher-level IT support only after thorough investigation and documentation.
  • Communicate effectively with all users regarding IT system issues, changes, and procedures; proactively identify and report potential technical challenges to leadership and IT colleagues.
  • Collaborate with IT staff to refine processes and documentation to enhance user support and interdepartmental communication.
  • Exhibit high-quality customer service skills while maintaining a calm and professional demeanor; serve as a resource for colleagues in resolving complex technical issues.
  • Manage multiple tasks and priorities while ensuring accurate outcomes.
  • Utilize downtime to follow up on issues and review workflows for accuracy and quality; show interest in additional projects and responsibilities.
  • Assist senior staff with the administration of problem management systems and reporting functions as needed.
  • Perform other related duties as assigned.

Qualifications:

Education: No specific educational requirements; a combination of formal education and/or relevant work experience is acceptable, typically equivalent to an Associate's degree. Preference may be given to candidates with an Associate's degree in a related field from an accredited institution.

Experience: A minimum of three (3) years of relevant experience is preferred. Demonstrated customer service and IT troubleshooting skills are essential. Experience with IT systems and MEDHOST is preferred but not mandatory.

Licensure: No specific licensure required.

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