IT Support Specialist I
1 week ago
Position Title: IT Service Desk Professional I
Location: Remote
Employment Type: Contract - W2
Contract Duration: 4+ months (Potential for extensions)
Position Summary:We are seeking a dedicated individual to assist in resolving IT-related issues efficiently. The ideal candidate will document known challenges and solutions, collaborate with project teams to gather insights, and escalate issues as necessary to minimize downtime for colleagues and clients.
Key Responsibilities:- Provide over-the-phone technical support, focusing on desktop applications, network troubleshooting, and clinical software assistance.
- Utilize foundational IT knowledge and problem-solving skills to ask relevant questions, diagnose, and resolve computer-related issues.
- Employ IT tools and expertise to implement effective solutions, ensuring most incidents are resolved during the initial contact.
- Deliver exceptional customer service and take ownership of issues.
- Offer on-call support as scheduled during non-business hours.
- Document troubleshooting steps and solutions in alignment with current knowledgebase practices.
- Escalate incidents to the appropriate support teams when necessary.
- Maintain communication with customers, providing updates and follow-ups to ensure satisfaction.
- Report trends and undocumented issues to supervisors and relevant IT teams.
- Complete additional tasks and projects as assigned by Service Desk leadership.
- Minimum of six months of relevant experience.
- A combination of experience and/or technical certifications may substitute for educational requirements.
- Familiarity with computer, printer, and network troubleshooting and installation processes.
- Proven ability to diagnose and troubleshoot Microsoft products.
- Experience in resolving issues related to healthcare or clinical applications.
- Commitment to the values of Service Excellence, Integrity, Teamwork, Continuous Improvement, Accountability, Fulfillment, and Fun.
- Ability to work effectively both independently and as part of a team.
- Exceptional customer service skills and professional phone etiquette.
- Strong documentation skills.
- Willingness to work evenings, weekends, and holidays as required.
- Ability to travel up to 5%.
High School diploma or GED, along with a one-year certificate from a college or technical school, or at least one year of customer service-related experience and/or training, or an equivalent combination of education and experience.
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