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Technical Support Specialist

2 months ago

Topeka, Kansas, United States Intermountain Health Full time

Position Overview:

The Technical Support Specialist role is essential for maintaining efficient computer operations, enabling end-users to perform their business and clinical functions effectively. This position involves receiving, prioritizing, documenting, and actively resolving user support requests. Problem-solving may require utilizing diagnostic tools and tracking systems, as well as escalating issues to higher-level support when necessary. The specialist will handle inquiries related to various systems, including desktops, networks, telecommunication devices, operating systems, and proprietary applications.

Key Responsibilities:

  1. Manage incoming support requests from users through both phone and email in a professional manner.
  2. Document all relevant user information, including identification details and the nature of the issue.
  3. Establish rapport and gather detailed information from users seeking assistance.
  4. Resolve basic requests and incidents, escalating more complex issues to experienced technicians as needed.
  5. Record, track, and document the problem-solving process, including all decisions and actions taken until resolution.
  6. Utilize diagnostic tools to assist in troubleshooting.
  7. Access online resources, including software updates and knowledge bases, to facilitate problem resolution.
  8. Familiarize oneself with the software and hardware supported by the organization.
  9. Test solutions to confirm that issues have been resolved under supervision.

Minimum Qualifications:

Demonstrated understanding of basic computer hardware components.

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Proven documentation skills.

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At least one year of experience in a customer service role.

Preferred Qualifications:

Excellent written and verbal communication skills.

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Ability to convey technical information in an accessible manner.

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Strong attention to detail.

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Capability to prioritize and manage tasks effectively in a fast-paced environment.

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Strong orientation towards customer service.

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Experience in a healthcare setting.

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Proven interpersonal skills and analytical problem-solving abilities.

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Self-motivated and directed.

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Experience working collaboratively in a team environment.

Physical Requirements:

Ability to communicate effectively with others.

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Proficient in operating computers and IT equipment.

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Ability to see and read computer screens and documents.

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Capacity to remain seated or standing for extended periods while performing tasks.

Company Commitment:

Intermountain Health is dedicated to providing a supportive work environment that promotes well-being and inclusivity. We offer a comprehensive benefits package designed to enhance the health and happiness of our employees.

Intermountain Health is an equal opportunity employer, ensuring that all qualified applicants receive consideration for employment without discrimination.