Remote Service Desk Analyst II

Summary

The job is a customer support role in IT, primarily based in Waukesha, WI or Winston-Salem, NC. The employee will provide remote support to IT customers from a 24/7 call center environment, requiring strong communication skills and experience in a helpdesk setting.

Requirements

• 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
• 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

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

Preferred Qualifications

Medical/clinical terminology is preferred, but not required