Associate Service Management Specialist - Help Desk - FT - Days - DIO

Memorial Healthcare

3d • Onsite

About The Position

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience. Summary: This position is responsible for providing first level support to employees, vendors, patients, physicians and their office staff regarding basic application, hardware and service/network requests. This includes providing technical assistance to computer users and answering questions or resolving computer problems for clients in person or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, processing, electronic mail, and operating systems.

Requirements

• High School Diploma or Equivalent (Required)
• Minimum one (1) year of IT experience required preferably in help desk, service desk, or call center setting.
• Complexity of Work: Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful, fast-paced environment and take appropriate action.

Nice To Haves

• Customer service-related experience preferred.

Responsibilities

• Provides real-time support to employees, vendors, patients, physicians and their office staff, related to computer/hardware and systems, typically resolving less complex problems immediately.
• Enters support requests into ticketing system to ensure proper resolution, tracking, and follow-up.
• Uses company ticketing system to track ongoing issues.
• Engages with customers remotely in order to determine nature and scope of the customer's issue and take appropriate action.
• Documents, resolves and closes customer issues according to existing service level guidelines, policies, and procedures.
• Promptly escalates more complex technology issues to higher level technical support or management to ensure timely resolution.
• Provides end-user desktop training and minor hardware/peripheral repair as appropriate in order to assist with problem resolution.
• References problem management database and service desk systems to provide well-informed solutions on routine issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees