IT Service Center Specialist I

ChristianaCare • Wilmington, DE

8d • $56,805 - $85,197 • Onsite

About The Position

Provides basic level technical support and troubleshooting for all PC hardware, Mobile devices, software, and peripherals used throughout the Health System. Must maintain a consistent high level of quality on a consistent basis, ensuring all details of incidents and password / service requests are met within defined and documented Service Desk SLA’s. This is a call center position that will require being at your desk taking calls, web, chat inquiries.

Requirements

• Obtained bachelor’s degree or commensurate experience in a discipline related to Information Technology and end-user support.
• 2 or more years of IT Service Desk or IT Support experience.
• Open schedule availability as this role may require shifts for evening, overnight and weekend work.

Nice To Haves

• Experience in Chat support in a technical environment preferred.
• Demonstrated, from past work experiences, the breadth and depth of knowledge to support a complex, dynamic information organization
• Hands on experience in Nursing / Health care information systems, especially electronic health record (EHR) systems is highly desirable.

Responsibilities

• Consistently adheres to defined Service Desk processes and procedures, ensuring outlined KPIs (Key Performance Indicators) are met or exceeded.
• Effectively manages time to attend to intake queues, minimizing wait time and response time for customers.
• Records, tracks, and resolves or escalates incidents, password/service requests within defined and documented Service Desk SLAs.
• Engages in the knowledge management process to create or update knowledge articles.
• Escalate potential problems to Tier2 for further review from problem management perspective
• Strives to achieve the highest level of customer satisfaction.
• Proactively researches and stays abreast of new technology. Attends team training sessions to develop knowledge.
• Pursues learning opportunities for improving overall Quality of service
• Demonstrates the ability and willingness to cover off-hour shifts as needed, including holidays, to ensure the Service Desk is properly staffed 24x7

Benefits

• Medical, Dental, Vision, Life Insurance, etc.
• Two retirement planning offerings, including 403(b) with company contributions.
• Generous paid time off with annual roll-over and opportunities to cash out.
• 12-week paid parental leave
• Tuition assistance
• Incredible Work/Life benefits including annual membership to care.com, access to backup care services for dependents through Care@Work, retirement planning services, financial coaching, fitness and wellness reimbursement, and great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree