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Service Desk Agent I
Service Desk Agent ISpectrum Health Systems, Inc • Westborough, MA, United States
Service Desk Agent I

Service Desk Agent I

Spectrum Health Systems, Inc • Westborough, MA, United States
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Job Details

Job Location

Westborough, MA

Position Type

Full Time

Education Level

None

Salary Range

$21.63 - $24.00 Salary / year

Job Shift

1st Shift / Days

Job Category

Information Technology

Description

Location : Exact office location TBD. Will be either in our Pittsfield, Great Barrington, or North Adams locations. Travel to each of those sites may be required.

Schedule : Full Time, 40 hours per week.

Pay Rate : $21.63-$24.04 / hour ($45k-$50k annually)

Benefits :

  • Heath, dental, vision insurance
  • 401k with company contribution
  • Tuition reimbursement
  • Paid time off
  • Discounts on wide array of services / entertainment

The Service Desk Technician I is responsible for :

  • Being a frontline technical support professional who receives and handles tickets.
  • Providing customers with information, restoring service, and escalating tickets to a higher level of support.
  • Good communication skills and the ability to take direction regarding incident resolution.
  • Having knowledge of IT systems, processes, and terminology.
  • Evaluating documented resolutions and analyze trends for ways to prevent future problems.
  • Alerting management to emerging trends in incidents.
  • Assisting in software releases and rollouts and communication to the end users.
  • Fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Documenting all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
  • Building rapport and elicit problem details from service desk customers.
  • Prioritizingand schedulingproblems.
  • Escalating problem (when required) to the appropriately experienced technician.
  • Recording, tracking and documenting the service desk incident management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Applying diagnostic utilities to aid in troubleshooting.
  • Accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet / Intranet to aid in problem resolution.
  • Identifying and learn appropriate software and hardware used and supported by the organization.
  • Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Testing fixes to ensure problem has been adequately resolved.
  • Performing post-resolution follow ups to help requests.
  • Developing help sheets and FAQ lists for end users.
  • Reinforcing SLAs to manage end-user expectations.
  • Participating in mandatory on-call rotation.

    • Qualifications

    Qualifications :

  • Associates Degree or 1 to 2 years equivalent work experience.
  • Optional Certifications : HDI, Microsoft, Cisco, CompTIA or ITIL v3.0 or v4.0.
  • Must have valid driver's license,clean driving record and personal means of transportation to travel for business.

    • Experience :

  • Knowledge of basic computer hardware including CPU, RAM, HDD, Network Adapters, etc.
  • Extensive application support experience with Electronic Medical Record software.
  • Working knowledge of a range of diagnostic utilities, including remote control software.
  • Experience with smartphone, desktop and server operating systems, including Windows, Apple iOS, Android.
  • Familiarity with the fundamental principles of ITIL.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Strong documentation skills.
  • Fluent in English.
  • Customer service experience.
  • Troubleshooting / problem solving experience.
  • Experience working in a team-oriented, collaborative environment.
  • Ability to conduct research into a wide range of computing issues as required.
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