Support Specialist I - 11:30-8pm

Select Medical•Mechanicsburg, PA

17h•Onsite

About The Position

The Support Specialist I provides quality customer service as a single point of contact for reporting problems, making inquiries, and assisting with resolving issues reported to the IS Help Desk. The role ensures calls are answered promptly and problems are accurately logged and assigned to available Help Desk staff. The specialist interacts with users courteously, patiently, informatively, and promptly, following appropriate problem-resolution and escalation procedures. This is an on-site position in Mechanicsburg, Pennsylvania, with a Monday–Friday schedule from 11:30 a.m. to 8:00 p.m. The position reports to the Help Desk Manager.

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.
Computer skills.
Understanding of operating systems such as Windows and OS X/iOS.
Experience with PC hardware and peripherals.
Good interpersonal skills across face-to-face, verbal, electronic, and telephone interactions.
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 shared 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 involving computer and peripheral hardware and software, network connectivity, and systems in use.
Log issues promptly and accurately, maintaining detailed and current information.
Document customer impact, assign appropriate priorities and resolution targets, and escalate issues as appropriate, including notifying management about severe problems or issues exceeding targets.
Review outstanding issues daily to ensure troubleshooting and resolution information is current.
Identify hardware or software problems that may affect the enterprise, develop remediation plans with the Help Desk Manager, and execute them.
Participate in relevant information-sharing activities.
Monitor and report security violations involving unauthorized access to corporate data.
Ensure problems are resolved in a timely and efficient manner.
Assist other staff members and promote a positive, team-oriented workplace.
Stay aware of changes in the environment and recommend cost-efficient techniques.
Identify policies and procedures that may need to change or be created, particularly in support of business expansion, and submit recommendations.
Support Select Medical’s mission and direction within Information Services and across the corporation.
Complete assigned activities, tasks, and projects.