Concentra Solutions Specialist I

Concentra • Addison, TX

13d • Hybrid

About The Position

The Solutions Specialist I provides first-level technology support to Concentra colleagues through calls, chats, self-service tickets, and email. The role assesses, troubleshoots, and resolves hardware, software, access, network, and workflow issues, aiming for first-contact resolution and a high standard of customer service. Issues that cannot be resolved during initial contact are documented and escalated to the appropriate support tier.

The position supports a 24x7x365 Solution Center and requires flexibility to work varying shifts, including overnight shifts, weekends, and holidays as needed. The role uses approved support tools and documented procedures, remote-control tools, and an IT service management ticketing system. It also contributes to the knowledgebase and procedures, collaborates with the Solution Center team, protects sensitive information in accordance with HIPAA and company security policies, and supports other assigned projects and corporate initiatives.

The position is onsite throughout training and for at least the first six months after training. Hybrid eligibility may be considered based on performance and tenure and is subject to business needs and leadership direction. If approved to work from home, the employee must have a quiet, private workspace and high-speed internet; otherwise, the employee is expected to work from the office or another secure work location.

Requirements

• High school diploma or GED; experience in lieu of the required education is acceptable.
• At least 2 years of customer service experience.
• At least 1 year of demonstrated performance in a call center or IT support role, such as desktop support, field services, or comparable work.
• At least 1 year troubleshooting laptop and desktop hardware, such as Dell, HP, Lenovo, Mac, or equivalent.
• At least 1 year troubleshooting Microsoft Windows operating systems.
• At least 1 year troubleshooting Microsoft Office suite software, including Outlook or O365.
• At least 1 year troubleshooting peripherals such as printers, scanners, kiosks, and label printers.
• At least 1 year troubleshooting software issues, including Citrix, Active Directory, healthcare applications, enterprise applications, and healthcare systems.
• At least 1 year troubleshooting access issues such as password resets, account unlocks, and security role verification.
• At least 1 year troubleshooting connectivity issues such as LAN, Wi-Fi, and VPN.
• Training and/or working knowledge of troubleshooting Android and iOS phones and tablets.
• Strong customer service, written and verbal communication, interpersonal, listening, and organizational skills.
• Ability to prioritize and multitask in a dynamic, fast-paced environment and adapt to changing business priorities.
• Ability to remain calm and professional in stressful environments.
• Ability to learn new hardware, software, and technical processes quickly.
• Logical, analytical, and problem-solving skills, including the ability to identify key facts, consider alternatives, and propose solutions.
• Ability to handle sensitive and confidential information, including HIPAA and PHI, in compliance with applicable laws and company policies.
• Ability to work with minimal direction and demonstrate initiative, attention to detail, time management, and a sense of urgency.
• Flexible availability to work nights, weekends, and/or holidays depending on the assigned shift.

Responsibilities

• Troubleshoot and resolve colleagues’ technology-related hardware, software, access, network/VPN connectivity, and workflow issues using approved tools and documented procedures.
• Analyze issues using qualifying and probing questions over phone or chat, and use remote-control tools to identify root causes and pursue first-contact resolution.
• Guide end users through problem-solving and workflow training.
• Create, update, and close ITSM tickets, thoroughly documenting requests and troubleshooting steps.
• Provide professional, customer-centric service and maintain composure and productivity in high-pressure situations.
• Meet established goals for call and ticket quality, documentation, and ticket update frequency throughout the ticket lifecycle.
• Identify and escalate critical and urgent incidents according to escalation protocols.
• Contribute to the development and maintenance of the knowledgebase and Solution Center procedures.
• Collaborate with Solution Center colleagues and participate in team meetings.
• Work efficiently and reliably with minimal supervision in varying environments.
• Review team and corporate communications through email, Zoom, or other channels.
• Follow HIPAA and company security policies to protect data integrity and sensitive information.
• Complete ad hoc projects and assist with corporate initiatives as assigned.
• Support Concentra’s mission and direction, collaborate with colleagues, and promote a positive workplace.

Benefits

• 401(k) retirement plan with employer match
• Medical insurance
• Vision insurance
• Prescription plans
• Telehealth plans
• Dental plans
• Life insurance
• Disability insurance
• Paid time off
• Colleague referral bonus program
• Tuition reimbursement
• Commuter benefits
• Dependent care spending account
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED