Job Title: Service Desk Specialist

Duration: 10+ Months (Possible extension)

Location: Malvern, PA 19355

100% Remote

Responsibilities:

• Solve IT problems in a timely manner, document known issues and solutions
• Work with project teams to gather product and process knowledge, and escalate (when necessary) to minimize computer downtime for teammates, partners, and customers.
• This is an over-the-phone, IT Technical Support position that includes, but is not limited to, supporting desktop applications and programs, network troubleshooting, and clinical application support.
• Using basic IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues
• Using IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
• Provide maximum customer service and issue ownership
• Provide on-call support as scheduled during non-business hours
• Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
• When necessary, escalate incidents to the appropriate next level support team
• Communicate with customers, providing status updates and follow-up to ensure satisfaction
• Communicate trends and undocumented issues to supervisor, Floor Coach, NOC, and other IT teams as necessary
• Complete additional tasks and projects as assigned by Service Desk leadership

Education/Experience:

• Min of HS diploma/GED and One-year certificate from college or technical school or at least 1 year customer service related experience and/or training or equivalent combination of education and experience
• 6 months of related experience
• Knowledge of computer, printer, and network troubleshooting and installation procedures
• Demonstrated ability to diagnose and troubleshoot Microsoft products
• Demonstrated ability to solve issues with healthcare/clinical applications
• Ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
• Demonstrated ability to work in a team environment as well as independently
• Superior customer service skills and phone etiquette
• Excellent documentation skills
• Ability to work evening , weekend, and holiday coverage as needed and scheduled
• Ability to travel up to 5%