Summary
Investigates and resolves software and hardware problems of TridentCare Healthcare computer users by performing the following duties. This is a position physically located inside the Clearwater regional office.
Essential Duties and Responsibilities
- Performs standard Service Desk functions and maintains a high level of customer satisfaction.
- Performs initial troubleshooting of support requests, including investigation and resolution
of basic software and hardware issues of computer users.
- Handles the complete call life cycle, including problem recognition, research, isolation, resolution
and follow-up for routine user issues, escalating more complex problems if appropriate.
- Provides on call support as part of a rotation with several other support analysts.
- Performs administrative functions as necessary. This includes, but is not limited to, automated
report processing, organizing and maintaining Service Desk file systems, and updating user
training manuals.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must possess excellent communication and analytical skills.
- Must be able to organize priorities and focus on the task at hand.
- Must be able to work independently on issues as well as with others in a team environment.
- Must possess excellent time management skills and should be able to set priorities when handling
multiple cases.
Education and/or Experience
Bachelor’s degree (B. A.) from four-year College or university is preferred; or degree from a technical school; or two to four years of customer service or help/service desk experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, knowledge base articles and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills
To perform this job successfully, an individual should have knowledge of Active Directory, Remote Desktop Service and remote user support, Microsoft Operating Systems, Microsoft Office/365, Active Directory, Windows 7/10, Internet Explorer, Google Chrome as well as a familiarity with business technology peripherals such as copiers, printers, scanners, iPhone, Android, etc.
Other
Must be able to complete other duties as assigned by Manager/Supervisor
Must have reliable transportation
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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