Support Specialist I - 11:30-8pm

Select Medical•Mechanicsburg, PA

4d•Onsite

About The Position

The Support Specialist I provides quality customer service as a single point of contact for users reporting problems or making inquiries to the IS Help Desk. The role answers calls in a timely manner, logs issues accurately, and assigns them to available Help Desk staff for resolution. The specialist handles user interactions courteously, patiently, and informatively, applies appropriate problem-resolution and escalation procedures, and works to ensure a superior level of customer service. This is an on-site position in Mechanicsburg, Pennsylvania, scheduled Monday through Friday from 11:30 a.m. to 8:00 p.m. The position reports to the Help Desk Manager. The starting hourly rate is $21.00. Select Medical offers paid orientation and training, career advancement opportunities, competitive pay and benefits, and a team-oriented environment.

Requirements

Associate's degree or active enrollment in an associate's degree program.
Ability to work the posted shift.
Ability to work on-site in Mechanicsburg, Pennsylvania.

Nice To Haves

Superior customer service skills.
Understanding of operating systems such as Windows and OS X/iOS.
PC hardware and peripheral experience.
Good interpersonal skills, including face-to-face, verbal, electronic, and telephone communication.
Accuracy and attention to detail.
A personal sense of urgency.
Strong analytical and problem-solving skills.
Organization and good time management skills to meet deadlines.
Ability to multitask and adapt to changing business priorities.
Ability to work independently and as part of a team toward mutually established goals.
Flexibility and openness to change.
Previous experience in a metrics-based role with production and quality standards.

Responsibilities

Respond to all issues reported to the Help Desk in a timely manner to ensure customer satisfaction, including issues involving computer or peripheral hardware and software, network connectivity, and systems in use.
Log issues promptly and accurately, including detailed, up-to-date information.
Escalate customer problems in a timely manner by documenting customer impact and assigning an appropriate priority and resolution target.
Initiate escalation when appropriate to ensure management is aware of severe problems or problems exceeding documented targets.
Review outstanding issues daily to ensure troubleshooting and resolution information is current.
Identify hardware or software problems with potential enterprise-wide ramifications, develop a remediation plan with the Help Desk Manager, and execute the plan.
Participate in relevant information-sharing activities.
Monitor and report security violations related to unwarranted access to corporate data.
Ensure problems are resolved in a timely and efficient manner.
Assist other staff members and promote a positive workplace and team spirit.
Stay aware of changes in the environment and recommend cost-efficient techniques.
Identify areas where policies or procedures may need to change or be developed, especially in connection with future business expansion, and submit recommendations.
Support Select Medical’s mission and direction within Information Services and throughout the corporation.
Complete assigned activities, tasks, and projects.