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- Reset user passwords, manage grace logins, and handle password expiration dates.
- Provide initial support for end users encountering information technology issues.
- Respond promptly to technical assistance requests via phone or email, logging them into the helpdesk tracking system.
- Follow up with end users post-resolution to ensure satisfaction and quality assurance.
- Generate comprehensive work order reports for MIS management, summarizing help desk activities and resolution timeframes.
- Maintain the internal helpdesk binder and establish service level agreements with end users.
- Escalate complex problems to Tier 2 and Tier 3 support teams as necessary.
- Analyze help desk activity and suggest procedural improvements.
- Disseminate relevant email announcements to appropriate campus groups.
- Prepare and distribute monthly telephone reports to designated departments using the call accounting system.
- Communicate changes to the Online Visual phone book and distribute Network Authorization forms accordingly.
- Manage the ordering and allocation of alphanumeric pagers.
- Undertake special projects as required.
- Demonstrate proficiency in addressing common problem inquiries and providing immediate solutions.
- Ensure proper preparation and retrieval of medical records for scanning and archival.
- Respond promptly and effectively to internal user inquiries, researching and resolving issues to their satisfaction.
- Serve as a liaison between end users and technical teams.
- Perform other related duties as assigned.
- Proficiency in English, both written and spoken.
- A+ or Helpdesk certification preferred.
Service Desk Agent I - Philadelphia, United States - The Philadelphia College of Osteopathic Medicine
Description
Service Desk Agent IAt PCOM, we espouse to grow a culturally competent workforce to advance healthcare that touches the lives of underserved communities. Diversity and inclusion is the core component of our institutional identity and a key pillar of PCOM's strategic vision. Philadelphia College of Osteopathic Medicine affirms that diversity and inclusion are crucial to the intellectual vitality of the campus community. It is through freedom of exchange over different ideas and viewpoints in supportive environments that our graduates develop the critical thinking and citizenship skills that will benefit them throughout their lives.
Since 1899, PCOM has trained highly competent, caring physicians, health practitioners, and behavioral scientists who practice a "whole person" approach to care - treating people, not just symptoms. As the field of medicine has changed, we've changed with it - adapting our program offerings to better meet the needs of healthcare providers and the communities they serve. At the main campus in Philadelphia, Pennsylvania (PCOM), the branch campus in Suwanee, Georgia (PCOM Georgia), and our newest location in Moultrie, Georgia (PCOM South Georgia), PCOM students learn to approach problem-solving in a more professional, more team-oriented manner, which prepares them to work successfully in integrated healthcare settings with other health professionals. At Philadelphia College of Osteopathic Medicine you will be part of a caring, professional, and committed community focused on making the PCOM experience the best possible for our students.
We are currently seeking to fill our Service Desk Agent I position at the Philadelphia campus with a highly qualified and passionate individual.
Job Title: Service Desk Agent I
Department: Information Technology Services
Location: Philadelphia
Employment Status: Full Time, Non-Exempt
Position Summary:
The Service Desk Agent I serves as the primary contact for the MIS/Telecommunications Department, providing essential assistance to PCOM staff, faculty, and students with basic computer-related issues. They handle user account systems administration, resolving technical queries through in-person, phone, or email interactions. This role involves escalating complex technical issues to the appropriate technology teams or individuals, alongside generating daily work order reports and maintaining PCOM's telephone directory. Additionally, the Service Desk Agent I oversees the scanning and recovery of medical records and assists with clerical tasks when necessary.
Essential Duties and Responsibilities:
• High school diploma required; some college coursework preferred.
• Minimum of 2 years' experience in a Help Desk service environment or customer service role.
• Ability to assess information technology service needs and determine appropriate escalation to senior technicians.
• Strong written and verbal communication skills.
PCOM prohibits discrimination on the basis of age, race, sex, color, gender, gender identity and expression, national origin, ethnicity, ancestry, sexual orientation, religion, creed, disability, genetic information, marital status, pregnancy, military and military veteran status or any other legally protected class status in all its programs, activities, and employment practices.