Technical Support Specialist

6 days ago

Washington, Washington, D.C., United States ProSphere Full time

Job Summary

ProSphere is seeking a highly skilled Help Desk Specialist to join our team. As a Help Desk Specialist, you will be responsible for providing technical support to our customers, troubleshooting and resolving technical issues, and ensuring that our customers receive exceptional service.

Key Responsibilities

  • Manage user accounts, applications, and asset tracking systems to ensure timely and accurate customer service.
  • Assist customers in the use of various clinical business software and operating systems.
  • Provide support to in-office and remote users using a ticketing system, escalating tickets as necessary to the appropriate support teams.
  • Support program-level Service Desk functions, including evaluating, processing, and resolving trouble tickets.
  • Analyze verified trouble tickets and assign a classification and priority to facilitate timely and appropriate processing of the issue.
  • Communicate and collaborate with external organizations regarding the resolution of issues.
  • Reproduce, analyze, and report valid problem defects; process trouble tickets for resolution based on classification.
  • Provide detailed trend analysis and reporting of triaged and resolution activities.
  • Responsible for user account provision processing and troubleshooting.
  • Handle routine tasks with no assistance, general instructions on new assignments.
  • Work on assignments that are moderately complex in nature, requiring judgment to resolve problems and make routine recommendations.
  • Maintain documentation for health IT procedures and processes, as well as maintenance logs and equipment databases.

Requirements

  • Bachelor's Degree in Computer Science, Electronics Engineering, or other engineering or technical discipline.
  • Minimum of 4 years of previous Help Desk experience.
  • Experience with ServiceNow ticketing system.
  • Possess knowledge of workstation administration and imaging.
  • Basic network support experience, including account administration in Active Directory environments.
  • Ability to work in high-stress environments, individually and in group settings.
  • Possess exceptional interpersonal skills and superior oral and written communication skills.
  • Demonstrated ability to go above and beyond, and work in a team environment with minimal supervision and direction.
  • Strong analytical and problem-solving skills.
  • Excellent planning and time management skills.
  • Flexibility in hours of operation.
  • Proficient in computer technology and Microsoft Office applications.
  • Strong ability to convey complex information in a way that users understand.

Clearance: Secret

Company Benefits

ProSphere offers full-time, benefits-eligible employees a competitive total compensation package, including paid leave, and options for employer-sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company-sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

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