Location
, TX, United States
Posted on
Apr 30, 2014
Profile
Provides Level 2 Help Desk support for all HMS applications and systems within negotiated Service Level Agreements (SLAs).
• Logs all incidents reported via telephone, email or voice mail.
• Attempts to troubleshoot and resolve all incidents reported to the Help Desk.
• Distributes and dispatches incidents to the appropriate support groups as needed.
• Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
• Conducts first level support using documented procedures and available system tools.
• Coordinates and tracks all system level production down resolution as necessary per documented procedures.
• Administers id’s, passwords and security rights for all internally developed web-based systems.
• Provides support for remote users (VPN and other connectivity issues)
• Documents processes and procedures as required.
• Ability to provide a high level of support with a customer first attitude.
• Ability to apply a high sense of urgency to all tasks.
• Ability to communicate effectively verbally, in writing, and fluently in English.
• Ability to provide a high level of problem solving and technical troubleshooting skills.
• Ability to work independently to meet objectives.
• Ability to communicate technology into business terms with customers at all levels.
• Ability to actively collaborate with vendors and other support teams for problem resolution.
• Ability to analyze information and use logic and process to address work-related issues and problems.
• Ability to provide careful attention to detail.
• Ability to function effectively under pressure as well as manage multiple initiatives.
• Ability to meet deadlines.
• Ability to multi-task and prioritize workload.
• Ability to perform well in a team environment, with staff at all levels, to achieve business goals.
• Average manual dexterity work in use of a PC, phone, sorting, filing and other office machines.
• Maintain and secure sensitive/confidential information.
• Ability to work proficiently with Microsoft Word, and Excel.
• Working knowledge of HIPAA privacy and Security rules.
• Ability to work weekends and overnight hours as needed.
• Ability to lift 50 lbs.
• Light travel may be required.
High School Diploma GED required – 2yearsAA or 1 year exp
A , N , MCP, MCSE certifications preferred but not required
1 yrs Desktop/Helpdesk support experience,
1 yrs experience on hardware issues including PC’s, laptops, printers, and blackberries,
1 yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
1yrs VPN experience
Posted by Pranita Bhattarai
Company info
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