Provides technical support to end users including support for hardware, printing, eCenter, Track + applications and all users – employees, clients, providers and contractors
Provides Level 1 and 2 technical support for all HMS applications, systems, software and hardware within negotiated Service Level Agreements (SLAs).
Logs all incidents reported via telephone, email or voice mail.
Attempts to troubleshoot and resolve all incidents reported to the Help Desk or received via a ticketed request.
Distributes and dispatches incidents to the appropriate support groups as needed.
Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
Conducts first and second level support using documented procedures and available system tools.
Provides guidance and work leadership to less-experienced technicians.
Participates in special projects as required.
Coordinates and tracks all system level production down resolution as necessary per documented procedures.
Administers id’s, passwords and security rights for all internally developed web-based systems as required.
Installs and configures HMS hardware and software as required.
Provides support for remote users (VPN and other connectivity issues).
Document processes and procedures as required.
Knowledge, Skills and Abilities:
Exceptional ability to provide a high level of support with a customer first attitude.
Strong ability to apply a high sense of urgency to all tasks.
Strong ability to communicate effectively verbally, in writing, and fluently in English.
Strong ability to provide a high level of problem solving and technical troubleshooting skills.
Strong ability to train and mentor new or junior level technicians.
Ability to work independently to meet objectives.
Strong ability to coordinate priorities between the IT department and user departments.
Strong ability to seek out opportunities to increase internal client satisfaction and deepen client relationships.
Ability to communicate technology into business terms with customers at all levels.
Strong ability to actively collaborate with vendors and other support teams for problem resolution.
Strong ability to analyze information and use logic and process to address work-related issues and problems.
Strong ability to coordinate highly complex troubleshooting between engineers, vendors and customers
Ability to provide careful attention to detail.
Ability to meet deadlines.
Ability to multi-task and prioritize workload.
Ability to perform well in a team environment, with staff at all levels, to achieve business goals.
Average manual dexterity work in use of a PC, phone, sorting, filing and other office machines.
Maintain and secure sensitive/confidential information.
Ability to work proficiently with Microsoft Word, and Excel.
Working knowledge of HIPAA privacy and Security rules.
Ability to lift 50 lbs.
Light travel may be required.
High School Diploma GED required - 2yrs/ AA or +1 year exp.
>3 yrs Desktop/Helpdesk support experience,
3 yrs experience on hardware issues including PC’s, laptops, printers, and blackberries,
>3 yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
3 yrs VPN experience
A+ , N+, MCP, MCSE certifications preferred but not required
HMS - 13 months ago