Solution Center I

Salem Health Hospitals and Clinics•Salem, OR

1d•Onsite

About The Position

The Solution Center I provides first-contact, Tier 1 technical support to customers across a range of technologies, including computers, printers, phones, applications, and access-related requests. The role involves troubleshooting and resolving issues, prioritizing service requests, documenting solutions, and coordinating with other IT teams when needed to ensure a positive customer experience and reliable technology operations. The position is unscheduled/per diem and non-exempt, with a variable schedule between 5:00 a.m. and 10:00 p.m.

Requirements

Two years of directly related experience in contact center, service desk, desktop, or customer service; at least one of those years must be in customer service.
Working knowledge of MS Windows, MS Office Suite, ITSM tools, and assigned applications and technologies.
Working knowledge of software development and implementation technologies.
Ability to follow project plans.
Strong communication skills to provide instruction and technical assistance to users.
Technical knowledge of personal computer operations, basic network operations, and data communications.

Nice To Haves

Associate degree or higher preferred.
Two years of college-level coursework in hardware, software components, and operating systems preferred.

Responsibilities

Provide Tier 1 technical support through phone, email, and other support channels.
Troubleshoot and resolve issues involving computers, printers, phones, mobile devices, CIM carts, applications, and user access.
Respond to customer inquiries, document issues, and provide timely follow-up and resolution.
Prioritize and manage technical support requests according to established service protocols and timelines.
Escalate complex or unresolved issues to appropriate IT resources.
Maintain accurate documentation of incidents, requests, resolutions, and services provided.
Support user access management and application-related requests.
Assist with IT projects, system maintenance activities, and department initiatives as assigned.
Develop and maintain proficiency in supported applications, operating systems, and software tools.