IT Service Center Specialist I

Christiana Care Health Services • Wilmington, DE

6d • 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.
• 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
• Acquired 2 or more years of IT Service Desk or IT Support experience.
• 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
• 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
• Annual membership to care.com
• Access to backup care services for dependents through Care@Work
• Retirement planning services
• Financial coaching
• Fitness and wellness reimbursement
• Great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets and much more!
• Employee assistance program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level