Support Specialist I

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 promptly, logs and assigns issues to available Help Desk staff, and assists with problem resolution when possible. The specialist interacts with users in a courteous, patient, informative, and timely manner, following appropriate resolution and escalation procedures to support a high level of customer service. The position reports to the Help Desk Manager and is an on-site role in Mechanicsburg, Pennsylvania, with various posted shifts.

Requirements

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

Nice To Haves

Superior customer service 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 telephonic 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 toward mutually established goals.
Flexibility and openness to change.
Previous experience in a metrics-based role with production and quality standards.

Responsibilities

Respond promptly to Help Desk issues to support customer satisfaction, including issues involving computer or peripheral hardware and software, network connectivity, and systems in use.
Log all issues promptly and accurately, maintaining detailed and current information.
Escalate customer problems in a timely manner by documenting customer impact and assigning appropriate priority and resolution targets.
Initiate further escalation when appropriate, including to ensure management awareness of severe problems or issues exceeding documented targets.
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 unwarranted access to corporate data.
Help ensure that problems are resolved in a timely and efficient manner.
Assist other staff members and promote a positive workplace and team spirit.
Keep aware of changes in the environment and recommend cost-efficient techniques.
Identify policies and procedures that may need to change or be developed, particularly 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.