Support, Service Desk II

Found in: Resume Library US A2 - 7 days ago

Clearwater Florida, United States CCS Full time
Overview:
Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS. 

 

As a Support Service Desk II, You will help Provide support to internal CCS Medical employees via the Service Desk ACD phone queue and remote control tools on a variety of technical issues. Identifies, researches, and resolves technical problems. Responds to requests for technical support from multiple sources. Accurately documents, tracks and monitors issues in the Service Desk ticketing system to ensure a timely resolution. 

 

Alaska, California, Colorado, Delaware, Hawaii, Idaho, Maine, Montana, Nevada, New Hampshire, New York, North Dakota, Rhode Island, South Dakota, Vermont, Washington, Wyoming; residents are not eligible.

Responsibilities:
Provides exceptional customer service in a friendly and timely manner to internal CCS employees

Primarily responsible for ensuring incoming Service Desk phone and ticket queues are monitored and calls are answered in a timely manner

Troubleshoots service requests over the phone and by using remote control tools

Remotely installs and configures computer hardware, peripherals, software as needed

Schedules hardware repair with appropriate third-party vendors for remote/offsite CCS employees

Provides quotes and places orders for hardware and software in a timely and financially responsible manner

Records and monitors service requests in a ticketing system with a high degree of accuracy and with excellent documentation.  Resolves tickets in a timely manner.

Creates and maintains employee accounts and mailboxes in a Windows Active Directory / Microsoft Exchange environment

Maintains a high degree of confidentiality at all times due to access to sensitive information

Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department

Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements

Abides by all regulations, policies, procedures and standards

Desired Outcomes:
Maintains positive customer service relationships

Represents the organization professionally at all times

Demonstrates team behavior and promotes a team-oriented environment

Maintains open lines of communication

Plans and organizes work effectively and ensures its completion

Meets or exceeds all productivity requirements

Actively participates in Continuous Quality Improvement

Exercises appropriate cost control measure

Qualifications:
Associate’s degree or three or more years’ experience in a related field or equivalent combination of education and/or experience

Works with minimal guidance and supervision

CompTIA A+ or Microsoft Modern Desktop Administrator Associate certification preferred

Familiar with Jira Service Desk ticketing system highly preferred

Familiar with common hardware and software used in an office environment

Prioritizes tasks and manages time with strong multi-tasking skills

Excellent judgment and decision-making skills

Values:
Values

Certainty-The lives of the individuals we serve depend on our ability to execute.  We commit to doing this every day. 

Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to.

Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business. 

Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat other the way you want to be treated. 

Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do.

Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth.

 

CCS Medical and EEOC/AA employer. M/F/D/V

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