Service Desk Representative

Pomeroy

About The Position

Key Responsibilities: Provide Level 1/2 IT support for all USON sites and customers through phone, chat, or self-service tickets, following set procedures for logging, reporting, and monitoring the IT environment set by the USON Service Desk Manager Identify and escalate situations requiring urgent attention in a timely manner Track and route incidents and requests Outstanding documentation regarding ticket management workflow; description of the issue and resolution of steps taken to resolve the ticket Adheres to quality standards, regulatory requirements, and company policies Ensure compliance with acceptable use, information security, and other technology policies Utilization of the Knowledge base for processes and steps to support customers in a consistent manner Ability to Troubleshoot and resolve problems with: Active Directory Add/Change/Delete Network file permissions Security Group concepts Citrix Windows 10 Desktop using remote tools Microsoft Office 2016, Office 365 hosted applications, SharePoint, Excel, Word, and additional workplace software product Network scanning/printers Cell phones, tablets, and other mobile/wireless devices Able to work various shifts and overtime as needed to cover issues that might arise Assist with maintaining knowledge articles to ensure the required troubleshooting information is gathered Required to be on rotational on-call schedule Maintain less than 30 second answer times Maintain 95% customer satisfaction Maintain 85% first call resolution Time management Always demonstrate proactive customer care behaviors and possess outstanding customer service to defuse angry customers Advanced problem-solving skills. Sorts through complex issues and conducts analysis of multiple solutions Required to be on rotational on-call schedule

Requirements

Experience in the healthcare industry
Bomgar knowledge desirable
Basic networking and telecom knowledge desirable
Ability to prioritizes and executes tasks within a fast-paced environment
Uses sound judgment/assessments to determine when incidents should be handled or escalated to achieve call/case resolution
Strong organizational skills and attention to detail
Ability to work with a diverse environment.
Excellent troubleshooting and critical thinking skills will be a requirement
Must possess excellent communication and written skills, and have knowledge of advanced and current computer hardware
Able to manage time to help to meet the goals and objectives set for the Service Desk
Active Directory: 1-2 years (Preferred)
Citrix ? 1-2 years (Preferred)
1-2 years of experience with Remedyforce/ServiceNow or a compatible ticketing system
Knowledge of deployments (hardware and software)
2-5+ years of IT working knowledge of fundamental operations of relevant software, hardware, and other equipment
Knowledge of relevant technical call tracking application
Knowledge and experience working in customer service practices
1-2 years working in a Service Desk environment/healthcare industry
2-year degree in computer science, related field, or equivalent experience

Nice To Haves

Bomgar knowledge desirable
Basic networking and telecom knowledge desirable
Active Directory: 1-2 years (Preferred)
Citrix ? 1-2 years (Preferred)
CompTIA or A+ Certification a Plus
Any Microsoft certifications a Plus
HDI?s Customer Service Representative or Support Center Analyst a plus

Responsibilities

Provide Level 1/2 IT support for all USON sites and customers through phone, chat, or self-service tickets, following set procedures for logging, reporting, and monitoring the IT environment set by the USON Service Desk Manager
Identify and escalate situations requiring urgent attention in a timely manner
Track and route incidents and requests
Outstanding documentation regarding ticket management workflow; description of the issue and resolution of steps taken to resolve the ticket
Adheres to quality standards, regulatory requirements, and company policies
Ensure compliance with acceptable use, information security, and other technology policies
Utilization of the Knowledge base for processes and steps to support customers in a consistent manner
Ability to Troubleshoot and resolve problems with: Active Directory, Citrix, Windows 10 Desktop using remote tools, Microsoft Office 2016, Office 365 hosted applications, SharePoint, Excel, Word, and additional workplace software product, Network scanning/printers, Cell phones, tablets, and other mobile/wireless devices
Able to work various shifts and overtime as needed to cover issues that might arise
Assist with maintaining knowledge articles to ensure the required troubleshooting information is gathered
Required to be on rotational on-call schedule
Maintain less than 30 second answer times
Maintain 95% customer satisfaction
Maintain 85% first call resolution
Time management
Always demonstrate proactive customer care behaviors and possess outstanding customer service to defuse angry customers
Advanced problem-solving skills. Sorts through complex issues and conducts analysis of multiple solutions
Required to be on rotational on-call schedule