Service Desk Analyst II
This position is on-site in Brentwood, TN
Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role.
ESSENTIAL RESPONSIBILITIES
_ Interact with customers to provide and process information in response to inquiries, concerns, and requests_
_ Gather customer's information and determine the issue by evaluating and analyzing the symptoms_
_ Deliver service and support to end-users, including via remote connection or over the Internet_
_ Research required information using available resources_
_ Follow standard processes and procedures_
_ Accurately process and record call transactions using a computer and designated tracking software_
_ Organize ideas and communicate oral messages appropriate to listeners and situations_
_ Follow up and make scheduled call backs to customers where necessary_
_ Stay current with system information, changes and update_
_ Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system_
_ Follows proper escalation procedures as defined by management_
_ Ensure customers receive prompt, accurate and courteous service_
PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES
_ Proper phone etiquette and effective listening skills_
_ Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar._
_ Knowledge of customer service principles and practices_
_ Medical/clinical terminology is preferred, but not required_
_ Must be able to sit for long periods of time_
Position requires use of headset/microphone
Experience supporting software computer applications and equipment from a helpdesk environment
Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
Experience with mobile device support (iPhone, Android, Windows Mobile)
Must be a team player and build good working relationships across all functions
Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
Need to be flexible, adaptable, and possess creative problem-solving skills
1 - 5 years' experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.
About HCTec:
HCTec provides award-winning services and solutions to hospitals in 45
states, including academic medical centers, health systems, critical access hospitals, and ambulatory physician practices.
Award-winning best-in-KLAS managed services assists with routine IT needs such as service desk, patient portal support, EHR application support, desktop/server/network management and IT security.
_HCTEC KEYS TO SUCCESS_
Four Geographically Diverse / Redundant Service Centers
Domestic Operations
Exclusively Healthcare Provider Focused
Best-in-KLAS Managed Services
CHIME Collaboration Award Winner
SLA Backed Outcomes
45
States with HCTec Support Presence
HCTec's solutions for meeting health IT staffing needs extend from filling individual staffing gaps to providing in-house project teams and remote, domestic IT support service. We make every partner's IT challenges our own so that they are freed to focus on the bigger picture of improving outcomes and controlling healthcare costs.
We look forward to hearing how your skills line up with our mission!
INDCORP
Job Type: Full-time
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Vision insurance
Schedule:
Day shift
Ability to commute/relocate:
Brentwood, TN 37027: Reliably commute or planning to relocate before starting work (Required)
Experience:
Help desk: 1 year (Preferred)
Windows: 1 year (Preferred)
Work Location: In personEstimated Salary: $20 to $28 per hour based on qualifications.
Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role.
ESSENTIAL RESPONSIBILITIES
_ Interact with customers to provide and process information in response to inquiries, concerns, and requests_
_ Gather customer's information and determine the issue by evaluating and analyzing the symptoms_
_ Deliver service and support to end-users, including via remote connection or over the Internet_
_ Research required information using available resources_
_ Follow standard processes and procedures_
_ Accurately process and record call transactions using a computer and designated tracking software_
_ Organize ideas and communicate oral messages appropriate to listeners and situations_
_ Follow up and make scheduled call backs to customers where necessary_
_ Stay current with system information, changes and update_
_ Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system_
_ Follows proper escalation procedures as defined by management_
_ Ensure customers receive prompt, accurate and courteous service_
PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES
_ Proper phone etiquette and effective listening skills_
_ Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar._
_ Knowledge of customer service principles and practices_
_ Medical/clinical terminology is preferred, but not required_
_ Must be able to sit for long periods of time_
Position requires use of headset/microphone
Experience supporting software computer applications and equipment from a helpdesk environment
Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
Experience with mobile device support (iPhone, Android, Windows Mobile)
Must be a team player and build good working relationships across all functions
Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
Need to be flexible, adaptable, and possess creative problem-solving skills
1 - 5 years' experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.
About HCTec:
HCTec provides award-winning services and solutions to hospitals in 45
states, including academic medical centers, health systems, critical access hospitals, and ambulatory physician practices.
Award-winning best-in-KLAS managed services assists with routine IT needs such as service desk, patient portal support, EHR application support, desktop/server/network management and IT security.
_HCTEC KEYS TO SUCCESS_
Four Geographically Diverse / Redundant Service Centers
Domestic Operations
Exclusively Healthcare Provider Focused
Best-in-KLAS Managed Services
CHIME Collaboration Award Winner
SLA Backed Outcomes
45
States with HCTec Support Presence
HCTec's solutions for meeting health IT staffing needs extend from filling individual staffing gaps to providing in-house project teams and remote, domestic IT support service. We make every partner's IT challenges our own so that they are freed to focus on the bigger picture of improving outcomes and controlling healthcare costs.
We look forward to hearing how your skills line up with our mission!
INDCORP
Job Type: Full-time
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Vision insurance
Schedule:
Day shift
Ability to commute/relocate:
Brentwood, TN 37027: Reliably commute or planning to relocate before starting work (Required)
Experience:
Help desk: 1 year (Preferred)
Windows: 1 year (Preferred)
Work Location: In personEstimated Salary: $20 to $28 per hour based on qualifications.
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