Sun 8:30pm - 7am

Northeast Georgia Health System•Gainesville, GA

1d•Onsite

About The Position

Responsible for providing basic technical support and customer service to end users via phone support, chat and self-service incidents resolving technical problems and maintaining computer equipment functionality. These support professionals are responsible for handing issues coming to the IT Helpdesk and escalate as needed to the Support Specialist II for assistance. Additionally, they ensure coverage for PTO's and emergency situations.

Requirements

High School Diploma or GED.
Two (2) years of technical training.
1 - 2 years related experience to include experience with equipment similar to that being used in Informatics & Technology Services and customer service experience.
Exemplifies the organization's customer service standards
Responds to system status inquiries within standards.
Demonstrates commitment to continual professional development.
Performs the tasks usually associated with computer operations.
Analytical problem solving skills.
Writing skills to clearly describe technical problems and issues.

Nice To Haves

A+ Certification
MCSE (Microsoft Certified Solutions Expert)
ITIL Certification
HDI (Help Desk Institute) Certification
Computer Operations experience or a hands-on technical school program preferred.

Responsibilities

Prioritizes, screens and highlights phone calls and requests with follow up to deliver the highest possible customer service.
Ensures all calls are accurately documented into the tracking system in a timely manner and escalated as needed.
Pages/beeps/calls departmental employees as needed and according to standards.
Triages issues and gauge severity and urgency before contacting other IT members for assistance.
Uses all available resources including instructions, error codes, manuals, etc., to understand the process or problem independently before seeking assistance or calling technical support.
Takes initiative or moves ahead without assistance when appropriate.
Describes, in writing, technical problems.
Complies with confidentiality rules, policies and regulations in all aspects of the job.
Documentation is current and reviewed by team periodically to ensure validity in software application ITS is using.
Documents all hardware or operational problems (or potential problems).
Improves work processes.
Utilizes financial resources effectively.
Communication between support specialist, customers, and other employees is clear, concise and professional as measured by random observation, team leader and fellow team members.
Evaluates and pursues areas of automation that could improve productivity for team or organization.
Adaptable in changing situations and work assignments, including emergency shift coverage.
Actively participates in team processes and presentations.
Utilizes the computer shift checklist to complete scheduled work.
Assists and participates in IT and other departmental projects where requested.
Assists the Manager and Supervisor as needed.
Assists all departmental teams with clerical services according to standards committed to continual professional development.
Promotes teamwork within the department.