IT Support Services
CareCore National - Colorado Springs, CO

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  • Ensure customer satisfaction during each step of the support process.
  • Record request/issue and document steps taken in the Incident Management System.
  • Collect needed information from end-user to properly document and troubleshoot problem
  • Properly documents and routes non-Help Desk incidents to appropriate support team
  • Provide timely feedback to end-users when problem is not resolved immediately
  • Follow-up with customer before closing the case/ticket to verify successful resolution
  • Maintain accurate records of hours worked
  • Maintain clean and organized work and storage spaces used by the IT staff
  • Help maintain security of IT facilities, equipment and access to information in accordance with IT policies and procedures
  • Support the development and maintenance of the helpdesk knowledgebase
  • Maintain an advanced understanding of current and emerging technologies
  • Must be able to lift and maneuver up to 50 lbs without assistance
  • Other duties as assigned.
Other Specific Knowledge, Skills, and Experience required:
  • Must foster and maintain a positive and team oriented attitude
  • Excellent verbal and written communication skills
  • Excellent customer service and telephone skills
  • Balanced analytical and intuitive troubleshooting approach
  • Ability to prioritize and work efficiently under pressure
  • Ability to assume ownership of an issue and see it through to resolution
  • Expert knowledge of computer hardware, software, and peripherals
  • Advanced proficiency with current Microsoft client operating systems, (i.e. XP, Seven)
  • Intermediate understanding of computer networking
  • Practical familiarity with Active Directory and related user and computer management tasks
  • Basic understanding of Active Directory Group Policies
  • Working knowledge of an enterprise disk imaging software such as Symantec Ghost
  • Familiarity with Macintosh operating systems is desirable.
  • Associates degree in Information Technology, or equivalent combination of education, certification and experience.
  • One or more industry certifications from Comptia, Microsoft, Apple, or Cisco.
  • 2+ years experience in a high-traffic customer service setting.

CareCore National - 13 months ago - save job - block
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About this company
50 reviews
Since 1994, CareCore National has provided comprehensive, customized programs to health plan clients that seek to manage appropriate...