Service Desk Agent I

Spectrum Health Systems•Westborough, MA

1d•$21 - $24•Onsite

About The Position

The Service Desk Technician I is responsible for being a frontline technical support professional who receives and handles tickets. This role involves providing customers with information, restoring service, and escalating tickets to a higher level of support. The position requires good communication skills and the ability to take direction regarding incident resolution. The technician will also evaluate documented resolutions, analyze trends for ways to prevent future problems, and alert management to emerging trends in incidents. Assisting in software releases and rollouts and communication to the end users is also part of the responsibilities. The role involves fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. Documenting all pertinent end user identification information, including name, department, contact information and nature of problem or issue is crucial. Building rapport and eliciting problem details from service desk customers, prioritizing and scheduling problems, and escalating problems (when required) to the appropriately experienced technician are key functions. Recording, tracking and documenting the service desk incident management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution is required. The technician will apply diagnostic utilities to aid in troubleshooting, access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution, and identify and learn appropriate software and hardware used and supported by the organization. Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications is expected. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals, and testing fixes to ensure problem has been adequately resolved are also responsibilities. Performing post-resolution follow ups to help requests and developing help sheets and FAQ lists for end users are part of the role. Reinforcing SLAs to manage end-user expectations and participating in mandatory on-call rotation are also required.

Requirements

Associates Degree or 1 to 2 years equivalent work experience.
Knowledge of basic computer hardware including CPU, RAM, HDD, Network Adapters, etc.
Extensive application support experience with Electronic Medical Record software.
Working knowledge of a range of diagnostic utilities, including remote control software.
Experience with smartphone, desktop and server operating systems, including Windows, Apple iOS, Android.
Familiarity with the fundamental principles of ITIL.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Strong documentation skills.
Fluent in English.
Customer service experience.
Troubleshooting/problem solving experience.
Experience working in a team-oriented, collaborative environment.
Ability to conduct research into a wide range of computing issues as required.
Must have valid driver’s license, clean driving record and personal means of transportation to travel for business.

Nice To Haves

Optional Certifications: HDI, Microsoft, Cisco, CompTIA or ITIL v3.0 or v4.0.

Responsibilities

Being a frontline technical support professional who receives and handles tickets.
Providing customers with information, restoring service, and escalating tickets to a higher level of support.
Evaluating documented resolutions and analyze trends for ways to prevent future problems.
Alerting management to emerging trends in incidents.
Assisting in software releases and rollouts and communication to the end users.
Fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
Documenting all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
Building rapport and elicit problem details from service desk customers.
Prioritizing and scheduling problems.
Escalating problem (when required) to the appropriately experienced technician.
Recording, tracking and documenting the service desk incident management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Applying diagnostic utilities to aid in troubleshooting.
Accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Identifying and learning appropriate software and hardware used and supported by the organization.
Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Testing fixes to ensure problem has been adequately resolved.
Performing post-resolution follow ups to help requests.
Developing help sheets and FAQ lists for end users.
Reinforcing SLAs to manage end-user expectations.
Participating in mandatory on-call rotation.