Service Desk Analyst II

Job Opportunity

Must be local to Waukesha, WI or Winston-Salem, NC

Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24 / 7 call center environment. Customer service and communication skills are a must and critical to the success of this role.

Essential Responsibilities

Interact with customers to provide and process information in response to inquiries, concerns, and requests

Gather customer's information and determine the issue by evaluating and analyzing the symptoms

Deliver service and support to end-users, including via remote connection or over the Internet

Research required information using available resources

Follow standard processes and procedures

Accurately process and record call transactions using a computer and designated tracking software

Organize ideas and communicate oral messages appropriate to listeners and situations

Follow up and make scheduled call backs to customers where necessary

Stay current with system information, changes and update

Identifies troubleshooting techniques / step and documents all case information and updates as information becomes available via Healthy IT ticketing system

Follows proper escalation procedures as defined by management

Ensure customers receive prompt, accurate and courteous service

Required Knowledge, Skills, and Abilities

Proper phone etiquette and effective listening skills

Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

Knowledge of customer service principles and practices

Medical / clinical terminology is preferred, but not required

Must be able to sit for long periods of time

Position requires use of headset / microphone

Experience supporting software computer applications and equipment from a helpdesk environment

Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

Experience with mobile device support (iPhone, Android, Windows Mobile)

Must be a team player and build good working relationships across all functions

Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

Need to be flexible, adaptable, and possess creative problem-solving skills

5 years' experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

Perform other duties as assigned

Additional

Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

About HCTec : HCTec provides award-winning services and solutions to hospitals in 45+ states, including academic medical centers, health systems, critical access hospitals, and ambulatory physician practices.

Award-winning best-in-KLAS managed services assists with routine IT needs such as service desk, patient portal support, EHR application support, desktop / server / network management and IT security.