Job Description
Job Description
Benefits :
- Competitive Health & Welfare Benefits
- Monthly $43 stipend to use toward ancillary benefits
- HSA with qualifying HDHP plans with company match
- 401k plan after 6 months of service with company match (Part-time employees included)
- Employee Assistance Program that is available 24 / 7 to provide support
- Employee Appreciation Days
- Employee Wellness Events
ESSENTIAL FUNCTIONS
Expert Technical Support : Offer expert-level phone support to clinicians and office staff, resolving highly complex technical challenges with precision and efficiency.
Serve as the ultimate escalation point for intricate issues related to O365, Windows operating systems, peripherals (such as scanners and keyboards), email clients, and printers.
Problem Resolution : Employ advanced troubleshooting methodologies and diagnostic tools to identify and resolve technical issues promptly and effectively.
Analyze root causes and implement comprehensive solutions to mitigate risks and prevent recurrence.
Incident Management : Lead the resolution of critical incidents and service disruptions, coordinating cross-functional teams and stakeholders to restore services within agreed-upon SLAs.
Provide regular updates and communications to stakeholders throughout the incident lifecycle.
Technical Leadership : Serve as a technical leader within the IT support team, offering guidance, mentorship, and knowledge transfer to Tier 1 and Tier 2 support representatives.
Share expertise and best practices to enhance team performance and capabilities.
Knowledge Management : Contribute to the development and maintenance of an extensive knowledge base, documenting advanced technical solutions, troubleshooting strategies, and lessons learned from complex incidents.
Continuously update the knowledge base to facilitate knowledge sharing and problem-solving.
Continuous Improvement : Identify opportunities for process improvements, efficiency enhancements, and service optimizations within the service desk operation.
Collaborate with stakeholders to implement changes and initiatives that drive continuous improvement.
Customer Advocacy : Champion the voice of the customer within the IT organization, ensuring that user feedback, concerns, and requirements are effectively communicated and addressed.
Strive to exceed customer expectations and deliver superior service experiences.
EDUCATION
Bachelor's degree in information technology, computer science, or a related field.
EXPERIENCE
Minimum of 5-7 years of experience in a technical support role, with a demonstrated track record of supporting IT within clinical environments.
REQUIREMENTS
- Exceptional communication skills, both verbal and written, with the ability to articulate technical concepts clearly and effectively to diverse audiences.
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