Information Technology Help Desk

Title: Service Desk Professional ILocation: 100% remote but must live in the Northeast USDuration: 12+ months contractNo of positions: 6-8Duties - see below:We need the technician in this position to solve IT problems in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge, and escalate (when necessary) to minimize computer downtime for our staff, partners, and customers. This is an over-the-phone, IT Technical Support position that includes, but is not limited to, supporting desktop applications and programs, network troubleshooting, and clinical application support.Using basic IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issuesUsing IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely mannerProvide maximum customer service and issue ownershipProvide on-call support as scheduled during non-business hoursLog and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practicesWhen necessary, escalate incidents to the appropriate next level support teamCommunicate with customers, providing status updates and follow-up to ensure satisfactionCommunicate trends and undocumented issues to supervisor, Floor Coach, NOC, and other IT teams as necessaryComplete additional tasks and projects as assigned by Service Desk leadershipSkillsSix months of related experienceA combination of experience and/or technical certifications may be considered in lieu of the educational requirementsKnowledge of computer, printer, and network troubleshooting and installation proceduresDemonstrated ability to diagnose and troubleshoot Microsoft productsDemonstrated ability to solve issues with healthcare/clinical applicationsCommitment to the values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactionsDemonstrated ability to work in a team environment as well as independentlySuperior customer service skills and phone etiquetteExcellent documentation skillsAbility to work evening , weekend, and holiday coverage as needed and scheduledEducation:Min of HS diploma/GED and One-year certificate from college or technical school or at least 1 year customer service related experience and/or training or equivalent combination of education and experience