General Job Summary:
As a key member of the Information Technology Helpdesk team this position is responsible to provide courteous, accurate and prompt support to our internal and external customers. Members of the team promote and support a work environment focused on continuous improvement which is paramount to overall departmental success. Day to day activities include utilizing technical troubleshooting skills to solve technical problems and providing clear documentation of each customer interaction while working within various computer applications. Responsibilities include systematically answering phone calls, voice mail, responding to e-mail, online chat and face-to-face desk-side support.
ESSENTIAL JOB FUNCTIONS:
- Responding to requests for help from our customers.
- Troubleshooting and resolving difficult technical issues effectively and efficiently.
- Prioritizing, evaluating, resolving and escalating calls as required.
- Providing appropriately detailed and timely follow-up support with customers.
- Submitting accurate and well-documented solutions consistently for inclusion in the knowledge base.
- Recording every interaction with every customer into tracking system.
- Instructing customers in the use of hardware, software and manuals.
- Configuring and distributing hardware and software to customers in a timely manner.
- Installing hardware and peripheral components such as monitors, keyboards, printers and disk drives on customers' machines.
- Loading specified software packages such as operating systems, word processing and all proprietary software programs into personal computers.
- Configuring and troubleshooting network hardware and communication equipment, operating systems and personal computers.
- Entering commands and observing system functions to verify correct system operation.
- Recommending or performing minor remedial actions to correct problems identified.
- Providing updates, status and completion information to the IT Helpdesk Manager through voice mail, e-mail, or in-person communication.
- Monitoring new technologies and/or updates required to support the various systems currently in operation.
- Self-assigning and monitoring progress of work, reporting progress to the IT Helpdesk Manager on a regular basis.
- Performing miscellaneous duties as assigned.
QUALIFICATIONS:
- Follow instructions and respond to managements' directions accurately.
- Advanced computer troubleshooting, analysis, critical thinking and problem solving skills.
- Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
- Demonstrate accuracy and thoroughness. Looks for ways to improve and promote quality and monitors own work to ensure quality is met.
- Ability to learn multiple programs and systems.
- Demonstrate effective communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed.
- Prioritize work activities and use time efficiently.
- Maintain medical confidentiality.
- Demonstrate team behavior and must be willing to promote a team-oriented environment.
- Maintain focus and concentrate in close quarters with normal distractions and without distracting others.
- Adapt to change in work environment with the ability to manage change, delays, or unexpected events.
- Demonstrate reliability by arriving to work on time and by abiding by the attendance policy and occasionally work past the end of the work shift as needed.
- Be on call for after-hours coverage as listed on a rotation schedule.
- Abide by the company dress code.
- Perform miscellaneous duties as assigned.
LANGUAGE SKILLS:
- Communicate clearly with our customers with a superb grasp of the English language.
- Read, analyze and interpret common correspondence, medical journals and legal documents.
- Write clearly and informatively and edit own work for appropriate spelling and grammar.
- Respond appropriately and professionally to common inquiries or complaints from customers, regulatory agencies and/or members of the business community.
- Present information effectively in one-on-one meetings, in small groups, to top management and/or clients or vendors of the company.
