Tier 2 Help Desk Support
Zycron Inc - Nashville, TN

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Zycron is an International Information Technology services and solutions firm headquartered in Nashville, Tennessee. Since 1991, Zycron has offered IT solutions to a broad client base and is the primary provider for numerous Fortune 500 companies. Zycron offers a very competitive compensation and benefits package including accrued paid time off, holiday pay and matched 401-K retirement savings. Zycron has a great Tier 2 Help Desk Support opportunity. The selected candidate will be working with our client located in Franklin, TN. This is a 6 month extendable contract. Job Description: Desk Support will specialize in identifying, analyzing and correcting issues which prevent users from connecting to and efficiently working with their systems. In addition to technical expertise, he/she must excel at customer relations and inter-personal skills as well as demonstrate a strong desire to troubleshoot and resolve issues. He/She will need to be able to form a sound basis for either enhanced business or technical career development. The qualified candidate will work within a case management system designed to support Service Level Agreements for client issues. While working on cases, the candidate may have to work with various IT sections, vendors, and professionals of various computer user levels. In addition to the technical expertise, the candidate must excel at customer relations and inter-personal skills as well as demonstrate a strong desire to troubleshoot and resolve issues. Ability to work with all levels of management.Responsibilities: Effectively prioritize and manage the resolution of multiple Support Center cases of varying severity levels within accepted service level agreements Provide excellent customer service including outstanding communications, responsive follow through, timely client updates and dedicated advocacy for clients and their issues Work closely and effectively with other Support Center staff as well as all colleagues with consistent professional and strong team Contribute technical articles to the Support Center knowledgebase and online customer support library, continually improving the effectiveness of the Support Center and the quality of information readily available to the clients Continuously working as a team member, must promote the professional image of the department Must be flexible to work an on-call support schedule Grow professionally and personally in experience and expertise Promote the image of the Support Center Perform other information technology tasks and responsibilities as neededQualified and interested applicants should email their resume to bmajor@zycron.com
Required Skills: Experience in a Customer Service support role a must Minimum of 3-4 years of experience providing user IT support. Associates Degree preferred Minimum 4 years of IT Desktop Support Needs Citrix experience Remote support management Healthcare IT Experience (Applications EMR experience -OHM, iMedica, Touchworks, NTier, Medgate) 3 Years Windows networking and administration as well as Microsoft Office operating systems Strong Customer Service communication skills We use an Avaya phone system with Contractual reporting Certifications in Comp TIA A+, Network+, MCP, or MCSE preferred Strong analytical and critical thinking skills with an ability of adapting to new systems quickly Strong organizational skills with the ability to multi-task. Pleasant interpersonal demeanor and ability to work well with all levels of management Answer inbound phone calls from end users within agreed SLA. Knowledge of health care industry a plus. Knowledge of remote desktop and application support Able to reset password resets in: Domain, Citrix, VPN, Webmail, iCenter, Ultipro, OHM, Ntierprise, Carepoint. Create a case for all inbound calls and close if resolved, invoke Support Level 2 for further troubleshooting if needed. Troubleshoot Basic Network Connectivity for Take Care provided Networks and send out an Outage Notification to Executives, Management, Network and Support Teams if the site is down. Troubleshoot local and network printer issues (add/delete/connectivity). Knowledge to troubleshoot Word, Excel, PowerPoint, Internet Explorer, and Outlook issues Knowledge of support Point-of-sale PC's a plus. Troubleshoot Citrix login issues Troubleshoot printing issues from within Citrix for Network and Client Printers. Remote Tools used: GoToAssist, Dameware, and Citrix. Ability to work with diverse individuals and teams Experience in procedural documentation preferredMust be flexible and adaptable to work in a fast-paced environment with minimal direction.

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