Service Desk Technician I

Job Description

Provides front-line technical support to staff. Resolves entry-level problems and, as necessary, refers higher level problems to appropriate supervisors and / or mid / senior-level support staff.

Provides technical support for applications in support of staff. Documents and tracks calls received, and works with users until a satisfactory resolution is reached.

Duties & Responsibilities

• Provides front-line technical support to staff; resolves entry-level problems.
• Follows established protocols to provide technology solutions in support of staff; escalates complex issues / problems to next level support or supervisor.
• Shares existing resources and training materials to assist users; assists in identifying trends; updates documentation as needed.
• Stays up-to-date and maintains knowledge of all services offered and / or supported by the company.
• Documents and tracks calls received, and assists with following up with clients until a satisfactory resolution is reached.

This role requires a hybrid working environment out of our South Bend IN office.

Qualifications

Qualifications / Education :

Required : High School Diploma or equivalent (such as HSED or GED)

COMPTIAA+ certification Upon Hire

Skills :

• Requires basic knowledge and / or understanding of process for completing assigned work Requires high degree of direct supervision and oversight
• Requires ability to troubleshoot and / or solve more routine issues and problems
• Duties and / or responsibilities are of minimal complexity
• Proficient in English written and verbal communication skills
• Demonstrated time management and priority setting skills
• Demonstrates a high commitment to quality
• Friendly and service-oriented

Special Working Conditions : This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed including on-call coverage rotation (including weekends).

Occasional night or weekend work for special projects. This is a non-exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week.

Additional Information

Press Ganey Associates LLC is an Equal Employment Opportunity / Affirmative Action employer and well committed to a diverse workforce.

We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.

Pay Transparency Non-Discrimination Notice Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

The expected base hourly rate range for this position is $ 23 - 25 per hour. It is not typical for offers to be made at or near the top of the range.

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained.

Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here : https : / / www.pressganey.com / legal-privacy /