Solution Center Technician

Children's Healthcare of Atlanta

1d

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 is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.

Requirements

• Two years of experience in a direct support help desk environment
• Associate's degree in software engineering or equivalent experience
• 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

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