Customer Support Specialist I - Service Desk

Customer Support Specialist I

The Customer Support Specialist I supports the Information Technology (IT) Service Desk call center and end user technology that consistently exceeds our customers' expectations and supports the corporate objectives of Health First Integrated Delivery Network (IDN). The Customer Support Specialist I serves as highly visible position for Health First Associates and customers and is the front line of IT support for both the IT call center and servicing end user device needs.

PRIMARY ACCOUNTABILITIES

1. Creates needed Incident, Request, Problem, and Change Management tickets when working in the call center or in the field and creates problem ticket for multiple similar incidents and escalate per the problem management policy.

2. Provides customer support within the priority and case closure standards as agreed to in the departmental Service Level Agreement (SLA) documentation.

3. Escalates calls to the 2nd level Support only after proper troubleshooting process has proven ineffective and the ticket is properly documented and issues (incidents and problems) as needed to leadership.

4. Properly documents all assigned help desk tasks.

5. Ensures tickets are completed within the SLA time line for all priorities and accomplishes this by working with other IT areas to ensure that issues are worked in a cross departmental approach.

6. Maintains a high level of compliance in assigned areas of responsibility, abiding by established Health First Information Security policies and procedures. In addition to the IT Security P&Ps following the implementation, troubleshooting, computer systems support, network equipment, and applications documentation related to core systems.

7. Monitors open Incident, Request, Problem, and Change Management tickets.

8. Applies fundamental customer support techniques such as standard greeting, restating issues or requests for confirmation, apologizing for the inconvenience, and asking if there is anything else that they can assist with to ensure customer satisfaction.

9. Builds new devices (PCs, laptops, tablets, etc.) to standard, while maintaining inventory of computer equipment and supplies as new or repaired hardware is received at each facility.

MINIMUM QUALIFICATIONS

• Education: High School Diploma or equivalent.

• Work Experience: None

• Licensure: None

• Certification:

o HDI Desktop Support certification within six (6) months of start date and maintained.

o Any one of the following prior to start date and maintained:

      CompTIA Certification OR

      Microsoft Windows/Office Certification OR

      Cisco Certification.

• Skills/Knowledge/Abilities:

o Exceptional customer service skills

o Demonstrates good oral, written, and interpersonal communication skills.

o Ability to relate to customer needs and concerns.

o Working knowledge of Microsoft Applications

o Working background in a health care environment is desired.

o Ability to convey System/Application issues in a knowledgeable manner.

o Able to handle stressful and dynamic work situations while contributing to a team environment.

o Exhibits analytical and problem solving abilities.

o Educates customers on the Health First Standard Environment.

o Satisfy customer needs based on an understanding of equipment and concepts from a Customer's perspective.

o Exhibit leadership and project management skills.

o Understands the Priority system for assignment of Support Center cases.

o Able to demonstrate cost savings strategies within your area of responsibilities.

o Ability to Create, Close or Properly Assign cases within the help desk tracking software.

o Ability to Participates as requested in customer service training programs.

PREFERRED QUALIFICATIONS

• Education: Associate's degree Computer Science or Computer Information Systems.

PHYSICAL REQUIREMENTS

• Physically agile; may require walking, standing, running, bending, stooping, kneeling, climbing, or crouching frequently.

• May occasionally include lifting or moving objects up to 50 pounds, with or without assistance.

• May require moving in different positions to accomplish tasks in various environments including tight and confined spaces, including reaching out and above shoulders, or overhead.

• May lift, turn, pull, push, or ambulate people and/or equipment with or without assistance up to 90% of the assigned shift.

• May be exposed to inside and outside environments with varied temperatures, air quality, lighting, and/or low to loud noise.

• May require working with biohazards such as blood/body fluids and airborne particles following OSHA and CDC guidelines.

• Communicating with others to exchange information.

• Visual acuity and hand-eye coordination to perform tasks.

• Workspace may vary from open to confined.

• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.

ABOUT HEALTH FIRST

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.

Schedule: Full-Time

Shift Times: 8:00am to 4:30pm

Paygrade: 29