- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field
- Associates Degree in Information Technology or Information Systems or minimum five years' experience in an IT Helpdesk or more senior IT role
- Demonstrates sound judgement, patience, and maintains a professional demeanor at all times
- Ability to work in a busy and stressful environment
- Ability to work varied shifts
- Computer applications, MS Office, EMR, internet applications and standard office equipment
- Self-directed, completes assignments accurately, thoroughly and with minimal oversight
- Detail oriented, organizational skills and the ability to prioritize
- Associates Degree in Information Technology or Information Systems or minimum five years' experience in an IT Helpdesk or more senior IT role
- Minimum of 2 years in similar role and A+ or Network + Certification required if Bachelor's degree not attained
- Preferred: Bachelor's Degree in Information Technology or Information System
- Must have at least 1 year of experience working in a medical environment, managed care/health plan environment preferred.
Information Technology Help Desk Support - Houston, United States - Verda Healthcare
Description
Verda Healthcare, Inc. California and Verda Health Plan of Texas, are subsidiaries of Verda Healthcare, Inc. has a license with the Texas Department of Insurance (TDI) and a contract with the Center of Medicaid and Medicare Services (CMS) for a Medicare Advantage Prescription Drug (MAPD) plan to operate in January 2024. We are looking for a Help Desk, IT to join our growing company with many internal opportunities.
Are you ready to join a company that is changing the face of health care across the nation? Verda Healthcare health plan is looking for people like you who value excellence, integrity, caring and innovation. As an employee, you'll join a team dedicated to improving the lives of our Medicare members. Our vision incorporates value-based health care that works. We value diversity.[Text Wrapping Break][Text Wrapping Break]Align your career goals with Verda Healthcare Inc. and we will support you all the way.[Text Wrapping Break][Text Wrapping Break]Position Overview[Text Wrapping Break][Text Wrapping Break]The Information Technology Helpdesk Technician resolves internal user problems and ensures correct operation of personal computers. Installs, troubleshoots, and repairs computer systems, hardware, and computer peripherals. The Information Technology Helpdesk Technician may perform system setups for new hires. Maintains parts inventory and logs all service/repair activity. This position will answer phones and e-mails related to support, user access and a broad range of IT related questions and concerns. The IT Helpdesk Technician will escalate to the appropriate higher tier resource when unable to resolve independently.
Job Description
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