MicroHealth is hiring a
Tier 3 Helpdesk Specialist

Summary

The Help Desk Specialist - T3 position is a health IT role that involves managing user accounts, applications, Service Now ticketing system, and asset tracking. The employee will also be responsible for trouble ticket management, communication with external organizations, and documentation maintenance. Requirements include exceptional interpersonal skills, strong analytical and problem-solving skills, excellent planning and time management skills, proficiency in computer technology and Microsoft Office applications.

Requirements

• Possess exceptional interpersonal skills and superior oral and written communication skills
• Strong analytical and problem-solving skills
• Excellent planning and time management skills
• Proficient in computer technology and Microsoft Office applications
• Strong ability to convey complex information in way that users understand

Responsibilities

• Assist Helpdesk Manager by providing oversight and guidance to help desk team members and customers
• Manage user accounts, applications, Service Now ticketing system, and asset tracking
• Ensure customer service is timely and accurate; conduct component level diagnostics
• Provide support to office and remote users using Service Now ticketing system, while escalating tickets as necessary to the appropriate support teams
• Support program-level Service Desk functions to include evaluating, processing/resolving, and tracking of all Tier levels I/II/III Trouble Tickets
• Reviews Trouble Ticket to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue; coordinate with the ticket originator to confirm or obtain additional information as needed
• Analyze verified Trouble Tickets and assign a classification and priority to facilitate timely and appropriate processing of the issue
• Communicate and collaborate with multiple external organizations regarding the resolution of issues
• Reproduction, analysis and reporting of valid problem defects; processing Trouble Ticket for resolution based upon the classification
• Provide detailed trend analysis and reporting of triaged and resolution activities