IT Service Desk Professional I

Duties :

• / hr bill rate

Can be remote from anywhere

possibility for extensions

We need the 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

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

Skills

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

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%

Skills :

English (Speak, Read, Write)