Solution Center Tech

Children's Healthcare of Atlanta • Brookhaven, GA

11d

About The Position

Acts as single point of contact for staff, parents, patients, physicians, visitors, and community partners seeking technical resolution for supported software and hardware. Provides first call resolution for customers’ technical problems while providing exceptional customer service. Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow. With 3 hospitals, 20 neighborhood locations and a total of 673 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 60 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report. Children’s has been recognized as a Fortune 100 Best Place to Work, a Best Place for Working Mothers, and as a top employer for diversity and millennials. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow. Have questions about the recruitment process? Check out What to Expect. https://careers.choa.org/lp/What%20to%20Expect/2895392d3ba166e6/?locale=en_US

Requirements

• Two years of experience in a direct support help desk environment
• Computing Technology Industry Association A+, within 90 days of employment
• Proficient in Microsoft Active Directory, Office 2007 and above, and current Windows operating systems
• Proven organizational, problem-solving, analytical, and time management skills
• Proven strong oral and written communication skills with a diverse population
• Strong interpersonal skills to interact positively and productively with teams across organizational lines, including administrative/executive staff and patient care systems users
• Ability to perform job duties independently with minimal supervision in a dynamic environment subject to impromptu changes in schedules and priorities

Nice To Haves

• Bachelor’s degree in information technology
• Two years of experience in a healthcare setting
• Two years of experience in a network operation center
• Two years of experience in network and systems administration
• CompTIA Healthcare IT Technician
• Associate's degree in software engineering or equivalent experience

Responsibilities

• Provides first-call resolution for customers in resolving technical problems, responds to questions and requests promptly, appropriately, and professionally, and utilizes the service management system for tracking and escalation.
• Identifies, diagnoses, and resolves level-one problem for customer network connectivity.
• Assists with creating materials for customers' frequently asked questions.
• Provides on-time training to proactively reduce customer downtime.
• Follows up with status updates and ensures resolutions exceed customer expectations.
• Monitors all interfaces across multiple platforms and systems every hour.
• Executes communications escalation protocol for T1 systems.
• Performs daily, weekly, monthly, and yearly scheduled backups.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees