IT Service Desk Professional
Posted 1 week ago by 1759998985
Negotiable
Outside
Remote
USA
Summary: The IT Service Desk Professional is responsible for providing timely IT support over the phone, addressing computer-related issues, and ensuring minimal downtime for clients. This role involves troubleshooting desktop applications, network issues, and clinical applications while documenting solutions and escalating problems as necessary. The position requires strong customer service skills and the ability to work both independently and as part of a team. The role is primarily remote, with on-call support during non-business hours.
Key Responsibilities:
- Resolve IT problems in a timely manner and document known issues and solutions.
- Support desktop applications, network troubleshooting, and clinical application support.
- Provide maximum customer service and issue ownership.
- Log and document troubleshooting steps and solutions applied.
- Communicate with customers, providing status updates and follow-up.
- Escalate incidents to the appropriate next level support team when necessary.
- Complete additional tasks and projects as assigned by Service Desk leadership.
Key Skills:
- Six months of related experience.
- Knowledge of computer, printer, and network troubleshooting and installation procedures.
- Ability to diagnose and troubleshoot Microsoft products.
- Superior customer service skills and phone etiquette.
- Excellent documentation skills.
- Ability to work evening, weekend, and holiday coverage as needed.
- Ability to travel up to 5%.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
We need the Guest Teammate 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 Client teammates, 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 issues
- Using 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 manner
- Provide maximum customer service and issue ownership
- Provide on-call support as scheduled during non-business hours
- Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
- When necessary, escalate incidents to the appropriate next level support team
- Communicate with customers, providing status updates and follow-up to ensure satisfaction
- Communicate trends and undocumented issues to supervisor, Floor Coach, NOC, and other IT teams as necessary
- Complete additional tasks and projects as assigned by Service Desk leadership
- Six months of related experience
- A combination of experience and/or technical certifications may be considered in lieu of the educational requirements
- Knowledge of computer, printer, and network troubleshooting and installation procedures
- Demonstrated ability to diagnose and troubleshoot Microsoft products
- Demonstrated ability to solve issues with healthcare/clinical applications
- Commitment to Client's 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 interactions
- Demonstrated ability to work in a team environment as well as independently
- Superior customer service skills and phone etiquette
- Excellent documentation skills
- Ability to work evening , weekend, and holiday coverage as needed and scheduled
- Ability to travel up to 5%