Service Desk Analyst II - Hohenwald, United States - HCTec

Description

*\*\*\*This position is on-site in Hohenwald, TN\*\*\**Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role.

*ESSENTIAL RESPONSIBILITIES*_· Interact with customers to provide and process information in response to inquiries, concerns, and requests_

_· Gather customer's information and determine the issue by evaluating and analyzing the symptoms_

_· Deliver service and support to end-users, including via remote connection or over the Internet_

_· Research required information using available resources_

_· Follow standard processes and procedures_

_· Accurately process and record call transactions using a computer and designated tracking software_

_· Organize ideas and communicate oral messages appropriate to listeners and situations_

_· Follow up and make scheduled call backs to customers where necessary_

_· Stay current with system information, changes and update_

_· Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system_

_· Follows proper escalation procedures as defined by management_

_· Ensure customers receive prompt, accurate and courteous service_

*PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES*_· Proper phone etiquette and effective listening skills_

_· Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar._

_· Knowledge of customer service principles and practices_

_· Medical/clinical terminology is preferred, but not required_

_· Must be able to sit for long periods of time_

• Position requires use of headset/microphone
• Experience supporting software computer applications and equipment from a helpdesk environment
• Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
• Experience with mobile device support (iPhone, Android, Windows Mobile)
• Must be a team player and build good working relationships across all functions
• Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
• Need to be flexible, adaptable, and possess creative problem-solving skills
• - 5 years' experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

*About HCTec:

HCTec provides award-winning services and solutions to hospitals in 45+ states, including academic medical centers, health systems, critical access hospitals, and ambulatory physician practices.

Award-winning best-in-KLAS managed services assists with routine IT needs such as service desk, patient portal support, EHR application support, desktop/server/network management and IT security.

_HCTEC KEYS TO SUCCESS_

• Four Geographically Diverse / Redundant Service Centers
• Domestic Operations
• Exclusively Healthcare Provider Focused
• Best-in-KLAS Managed Services
• CHIME Collaboration Award Winner
• SLA Backed Outcomes
• 45+ States with HCTec Support Presence

HCTec's solutions for meeting health IT staffing needs extend from filling individual staffing gaps to providing in-house project teams and remote, domestic IT support service.

We make every partner's IT challenges our own so that they are freed to focus on the bigger picture of improving outcomes and controlling healthcare costs.

We look forward to hearing how your skills line up with our mission


INDCORP

Job Type:
Full-time


Benefits:

• 401(k)
• 401(k)

matching

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Day shift

Ability to commute/relocate:

• Hohenwald, TN: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location:
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