Under general supervision, the employee will perform the following job functions:
Serve as initial primary point of contact to Sanford Health technology end users by receiving calls and electronic requests. Must understand and utilize best practice principles to provide front line support and best possible customer service in a timely manner. Resolve issues on first call when possible using knowledge retained from training and searching resource materials available. Record issues in the Service Desk database. Demonstrate high level of commitment to being the customers advocate. Must be able to follow direction from Management and Lead Help Desk staff. Possess the ability to comprehend and retain dynamically changing information relevant to supporting the department and organization. A positive attitude and supportive demeanor is expected.
Demonstrate a high level of accountability on all operational duties and adhere to expected standards. Follow documented processes paying close attention to detail. Recognize potential problems or patterns of events and react responsibly.
Most possess excellent listening and oral communication skills. Must demonstrate professional writing skills and complete all phases of call records as directed. Must be able to multi task.
The employee must demonstrate aptitude in problem determination and diagnose technical and business issues. Must have the ability and desire to work with; and in support of, Information Technology directors, managers, lead technicians and Tier Two support staff. Must have the aptitude to help carry out the mission, goals and objectives of the department and organization.
Associates Degree preferred. Minimum of two years technical training in information systems field.
Sanford Health - 10 months ago
Sanford Health-MeritCare was created from the 2009 merger of two Dakota health care legends: South Dakota's Sanford Health and North...