Support Specialist I

Select Medical•Mechanicsburg, PA

5d•Onsite

About The Position

The Support Specialist I provides customer service as a single point of contact for users reporting problems or making inquiries to the IS Help Desk. The role answers calls promptly, logs issues with accurate and current details, and assigns them to available Help Desk staff for resolution. The specialist communicates courteously, patiently, and informatively, follows appropriate problem-resolution and escalation procedures, and works to provide a high level of customer service. The position reports to the Help Desk Manager. This is an on-site position in Mechanicsburg, Pennsylvania. The listed starting hourly rate is $21.00. The employer does not sponsor work visas for this position and is not interested in corp.-to-corp. business arrangements. Select Medical describes career advancement opportunities, competitive pay and benefits, referral bonuses, orientation, a team-oriented environment, and hands-on help desk training. The company also states its commitment to employee work-life balance.

Requirements

Associate’s degree or active enrollment in an associate’s program.
Ability to work the posted shift.

Nice To Haves

Superior customer service skills.
Computer skills.
Understanding of operating systems such as Windows and OS X/iOS.
Experience with PC hardware and peripherals.
Good interpersonal skills, including face-to-face, verbal, electronic, and telephone communication.
Accuracy and attention to detail.
Personal sense of urgency.
Excellent analytical and problem-solving skills.
Organizational skills.
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 to achieve mutually established goals.
Flexibility and openness to change.
Previous experience in a metrics-based role with production and quality standards.

Responsibilities

Respond to all Help Desk issues in a timely manner to ensure customer satisfaction, including issues involving computer or peripheral hardware and software, network connectivity, and systems in use.
Log all issues promptly and accurately, including detailed, up-to-date information.
Document customer impact, assign an appropriate priority and resolution target, and escalate issues in a timely manner.
Escalate severe problems or problems exceeding documented targets as appropriate to ensure management awareness.
Review outstanding issues daily to ensure troubleshooting and resolution information is current.
Identify hardware or software problems that may affect the enterprise, develop a remediation plan with the Help Desk Manager, and carry it out.
Participate in relevant information-sharing activities.
Monitor and report security violations related to unauthorized 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 policies or procedures that may need to change or be developed, especially for future business expansion, and submit recommendations as appropriate.
Support Select Medical’s mission and direction within Information Services and across the corporation.
Complete assigned activities, tasks, and projects.