Service Desk Representative

Pomeroy

About The Position

Provide Level 1/2 IT support for all USON sites and customers via phone, chat, or self-service tickets, following established procedures for logging, reporting, and monitoring the IT environment set by the Service Desk Manager. Identify and escalate situations requiring urgent attention in a timely manner. Track and route incidents and service requests appropriately. Maintain outstanding documentation within the ticket management workflow, including detailed descriptions of issues and resolution steps taken. Adhere to quality standards, regulatory requirements, and company policies. Ensure compliance with acceptable use, information security, and other technology policies. Utilize the Knowledge Base to support customers in a consistent and standardized manner. Troubleshoot and resolve issues related to: Active Directory (Add/Change/Delete) Network file permissions Security group concepts Citrix Windows 10 desktop support using remote tools Microsoft Office 2016, Office 365, SharePoint, Excel, Word, and related workplace software Network scanners and printers Mobile and wireless devices including cell phones and tablets Work various shifts and overtime as needed to address operational demands. Assist in maintaining and updating knowledge articles to ensure proper troubleshooting documentation. Participate in a rotational on-call schedule. Maintain less than 30-second average call answer time. Maintain 95% customer satisfaction rating. Maintain 85% first call resolution rate. Demonstrate strong time management skills. Exhibit proactive customer care behaviors and exceptional customer service skills, including the ability to de-escalate challenging situations. Apply advanced problem-solving skills to analyze complex issues and evaluate multiple solutions.

Requirements

Ability to prioritize and execute tasks in a fast-paced environment.
Demonstrates sound judgment in determining when to resolve or escalate incidents to achieve optimal case resolution.
Strong organizational skills with attention to detail.
Ability to work effectively in a diverse environment.
Excellent troubleshooting and critical thinking skills required.
Strong written and verbal communication skills.
Knowledge of advanced and current computer hardware.
Ability to manage time effectively to meet Service Desk performance goals.
Active Directory: 1–2 years preferred.
Citrix: 1–2 years preferred.
1–2 years of experience with Remedyforce, ServiceNow, or comparable ticketing systems.
Knowledge of hardware and software deployments.
2–5+ years of IT experience with working knowledge of fundamental operations of relevant software, hardware, and equipment.
Experience using technical call tracking applications.
Knowledge and experience in customer service best practices.
1–2 years of experience in a Service Desk environment, preferably within healthcare.
Associate degree in Computer Science or related field, or equivalent experience.

Nice To Haves

Experience in the healthcare industry preferred.
Bomgar knowledge desirable.
Basic networking and telecom knowledge desirable.
CompTIA A+ certification preferred.
Microsoft certifications preferred.
HDI Customer Service Representative (CSR) or Support Center Analyst (SCA) certification preferred.

Responsibilities

Provide Level 1/2 IT support for all USON sites and customers via phone, chat, or self-service tickets, following established procedures for logging, reporting, and monitoring the IT environment set by the Service Desk Manager.
Identify and escalate situations requiring urgent attention in a timely manner.
Track and route incidents and service requests appropriately.
Maintain outstanding documentation within the ticket management workflow, including detailed descriptions of issues and resolution steps taken.
Adhere to quality standards, regulatory requirements, and company policies.
Ensure compliance with acceptable use, information security, and other technology policies.
Utilize the Knowledge Base to support customers in a consistent and standardized manner.
Troubleshoot and resolve issues related to: Active Directory (Add/Change/Delete) Network file permissions Security group concepts Citrix Windows 10 desktop support using remote tools Microsoft Office 2016, Office 365, SharePoint, Excel, Word, and related workplace software Network scanners and printers Mobile and wireless devices including cell phones and tablets
Work various shifts and overtime as needed to address operational demands.
Assist in maintaining and updating knowledge articles to ensure proper troubleshooting documentation.
Participate in a rotational on-call schedule.
Maintain less than 30-second average call answer time.
Maintain 95% customer satisfaction rating.
Maintain 85% first call resolution rate.
Demonstrate strong time management skills.
Exhibit proactive customer care behaviors and exceptional customer service skills, including the ability to de-escalate challenging situations.
Apply advanced problem-solving skills to analyze complex issues and evaluate multiple solutions.