Service Desk Specialist - New York, United States - Capital Staffing Solutions

Capital Staffing Solutions New York, United States

4 weeks ago

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Description

NOT OPEN FOR C2C OR REFERRALS

Job Title:
Service Desk Representative - Remote in Michigan (Must Hit All Requirements if Out of State)

Position Type:
Contract

Pay Rate:
$18/hr

Education and Experience:
High School Diploma or equivalent.

Preferred:
Some college, 1-2 years of vocational technical training, or an Information Technology/Support industry certification.
A relevant Associate's degree or higher (Information Technology, Information Systems, Computer Science, Health Information Management, or related fields).
Certification in IT Service Management (ITSM/ITIL/HDI, etc.).

5 years or more experience in a 24/7/365 health care environment help desk, service desk, or IT support position using phone, email, remote assist, and chat to provide direct end-user support.

Experience supporting:
ServiceNow ITSM tool
Apple/Mac products
Windows OS
Remote Access VPN
Citrix-based applications
Epic EMR
Remote customers and troubleshooting hardware such as printers, mobile devices, laptops, etc.
Multi-factor authentication tools, such as Duo.
SharePoint
Microsoft Office applications (Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, etc.).
Experience using knowledge bases and other knowledge repository systems.
Experience creating/updating knowledge support documentation.

Provide technical support for desktops, laptops, virtual machines, tablets, desk phones, mobile phones, printers, networks, VPNs, webcams, dictation hardware, medical devices, and various software.

Safeguard organizational security by following procedures to prevent unauthorized access.
Perform in-depth troubleshooting, diagnoses, resolution, and escalation of technical issues.
Guide and support Service Desk Associates and new Representatives, ensuring service excellence.
Test and integrate new technologies across the team.
Identify and address emerging issues by responding to trends and communicating with other teams.
Seek information through both standard and non-traditional channels.
Contribute to the growth and maintenance of the knowledge base.
Keep knowledge of processes and procedures current and responsive to changes.
Take ownership of new information, updating colleagues and documentation as needed.
Identify and escalate hardware, software, or build issues for quality assurance and system stability.
Regularly read and comprehend work emails, shift reports, dashboards, and group chat to stay informed.
Communicate clearly and professionally via all channels (written or verbal, with end users or others).
Demonstrate excellence in troubleshooting, knowledge, communication, and quality, and assist others.
Adhere to attendance and timeliness guidelines.
Perform job duties efficiently, including multi-tasking, prioritizing work, and meeting deadlines.

Skills:
Excellent customer service and communication skills, capable of explaining technical information in non-technical terms.
Strong interpersonal skills, demonstrating consensus building, collaborative spirit, rapport-building, listening, and methodical questioning.
Ability to work under pressure, establish priorities, and respond with urgency.
High technical aptitude and strong PC literacy skills.
Experience working independently and on a team, contributing actively.
Strong analytical, prioritization, and organizational skills.
Attention to detail and careful work habits.
Urgency regarding all security/privacy practices and procedures.
Self-directed, able to thrive in a fast-paced environment with frequent changes.
Team player focused on rapport building.
Demonstrate initiative and proactivity.
Willingness to learn and coachability.
Acceptance and respect for diversity without judgment.
Ability to understand and protect the privacy and security of patient and employee data.
General understanding of network topologies and security protocols.
Fluent English language skills.

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