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Help Desk yst

2 months ago

Huntington Beach, United States Byram Healthcare Full time

POSITIONSUMMARY

Part of an IT support teamanswers incoming calls from customers and resolves technical issueswhile ensuring a high level of customer service and maximizingproductivity; handles 60calls/day with regard to all areas of ITinfrastructure and applications works with various internal supportgroups to escalate complex high priority/high impact issues as wellas ensure a high degree of customer service and customerfocus

ESSENTIAL JOB FUNCTIONS:

  • Answers and resolvesinbound incidents at a large corporate help desk efficiently andprofessionally in a high volume call center environment thatoperates 5 days a week.
  • Manages the resolutionof inbound incidents; balancing the need for customer service andissue resolution with the constraints of a call handle timegoal.
  • Translates complex technical conceptsinto easy to understand language to assist nontechnically orientedcustomers.
  • Demonstrates a highly developedsense of integrity and commitment to customersatisfaction.
  • Diagnoses hardware softwareprinting and network connectivity issues including LAN WAN WLAN andVPN access in a Windows 7 environment offering a variety of level 1solutions over the phone. Using remote control tools assistscustomers when needed.
  • Troubleshoots corporateapplications with the use of a Knowledge Base and assign issues tothe appropriate support group as needed; provides feedback ontechnical documentation for publication in KnowledgeBase.
  • Monitors the help desk queue and ensurestickets are resolved before the exceeded target completiondate/time or to the customerssatisfaction.
  • Accurately quickly and typingefficiently records all interactions with customers in an incidentmanagement tracking tool.
  • Anticipates customerneeds and proactively identifiessolutions.
  • Meets or exceeds statistical metricsregarding; ticket and call quality (accuracy) first call resolutionschedule adherence and call handletime.
  • Adheres to policies and proceduresregarding the safeguarding of protected information such aspersonal health information (PHI/PII) and access to corporatesystems.
  • Escalates high priority high impactissues to the internal support teams.
  • Adheresto a strongly regimented schedule (start/end times lunches breaksoff phone timeetc.).

SUPPLEMENTAL JOBFUNCTIONS:

  • Performsadditional duties asdirected.

EDUCATION& EXPERIENCE REQUIRED:

  • BA/BS degreepreferably in Computer Science or equivalent experience ispreferred
  • 3 years of related Technical SupportHelp Desk or Service Desk experience in an ITsetting
  • Experience working with a knowledgebase or knowledge tool
  • Experience using andsupporting IP phone systems
  • Experiencetroubleshooting remote access tools (VPN) and general connectivity(LAN/WAN) issues by phone
  • Experience withsupporting Microsoft Office Suite (including Outlook) and handhelddevices
  • Experience in a large corporateenvironment
  • KNOWLEDGE SKILLS &ABILITIES:
  • Working knowledge of ActiveDirectory
  • Ability to demonstrate strongknowledge and experience supporting Microsoft Windows 7 and Office2010
  • Able to work in a team orientedcollaborative environment with a strong customer servicefocus
  • Able to be selfmotivated and directed toeffectively prioritize and execute task in a high pressureenvironment
  • Able to build rapport with avariety of personality types and users at alllevels
  • Able to communicate to and work withsenior management and end users
  • Strong workingknowledge of remote access security techniques andproducts
  • Email architecture services andprotocols Outlook configurations
  • Citrix VPNClient and Web
  • Familiarity with BlackberryiPhone Android and airCard/hotspot mobile devices TCP/IP internetintranet Cisco VPN and firewalltechnologies
  • Exposure to or knowledge of ITILpractices
  • Effective candidates will have shownat least two years of experience resolving technical issues overthe phone demonstrated troubleshooting and technical ability and anability to effectively communicate technical solutions tonontechnicalcustomers.