This position is responsible for providing advanced technical hardware and software support to users. The incumbent listens, analyzes, documents, resolves and/or escalates issues, while employing excellent customer service skills adhering to Telligen guidelines.
55% Assists users with the installation of programs in multiple environments and provides education in the use of client mandated software. Assists users to access the various reporting structures, and other issues including installation, access, connectivity, system unavailability, and error messages. May serve as liaison to application development and software quality assurance teams in identifying advanced technical issues. May troubleshoot, analyze complex data, and resolve advanced application, corrupt database, and data processing issues in an efficient and effective manner.
20% Documents and tracks each issue (in incident/problem management system), and escalates issues that require more advanced research and troubleshooting. May troubleshoot and resolve workstation, printer, laptop and other hardware problems in an efficient and effective manner. May contact appropriate vendor if resolution is not determined.
15% Documents, researches, and refers suggestions or enhancements to improve products and services, based on customer feedback. Consistently stays abreast of products and manuals for training and support.
5% Acts as resource expert to Help Desk Technician I. Provides backup to Help Desk Technician I during peak times.
5% Performs miscellaneous duties as assigned.
Support Tech I
High school diploma or equivalent; 1 year of post secondary courses taken in the field of Information Systems; 1 year experience in an IT technical help desk and/or customer service role; demonstrated knowledge of computer systems and networking including Microsoft products; experience in handling multiple projects and system security.
Support Tech II
High school diploma or equivalent; 2 years of post secondary courses taken in the field of Information Systems; 2 years experience in an IT technical and customer help desk role; demonstrated ability of computer systems and networking including Microsoft products; demonstrated ability to provide leadership, handle multiple projects and system security.
Software certifications may be necessary depending on contract requirements.
Working Knowledge of structured query languages (SQL) strongly preferred.
Four-year degree in Business, Healthcare, or IT preferred.
Novell, Microsoft, and/or SCA certifications preferred.
Experience working in a healthcare environment and/or knowledge of medical terminology and procedure coding is preferred.
Experience supporting web-based applications preferred.
Positions working on specific contracts may require U.S. Citizenship.
Telligen and its affiliates are Affirmative Action and Equal Opportunity Employers.
Attention to Detail
Sensitivity level of information handled in position: medium
Telligen - 14 months ago