Benefits:

• Competitive Health & Welfare Benefits
• Monthly $43 stipend to use toward ancillary benefits
• HSA with qualifying HDHP plans with company match
• 401k plan after 6 months of service with company match (Part-time employees included)
• Employee Assistance Program that is available 24/7 to provide support
• Employee Appreciation Days
• Employee Wellness Events

ESSENTIAL FUNCTIONS

• Provide Phone Support: Offer timely and efficient phone support to clinicians and office workers encountering technical issues. Serve as the first point of contact for troubleshooting inquiries and problem resolution.
• Troubleshooting: Diagnose and resolve technical issues related to O365, Windows operating systems, peripherals (such as scanners and keyboards), email clients, and printers. Utilize troubleshooting techniques to identify root causes and implement effective solutions.
• Ticket Management: Accurately document all support interactions and technical issues using our ticketing system. Ensure that tickets are appropriately categorized, prioritized, and escalated as necessary to facilitate prompt resolution.
• Customer Service: Deliver exceptional customer service experiences by actively listening to users' concerns, providing clear and concise instructions, and following up to ensure issue resolution and user satisfaction.
• Knowledge Base Maintenance: Contribute to the development and maintenance of our internal knowledge base by documenting common technical issues, troubleshooting steps, and best practices. Continuously update the knowledge base to ensure accuracy and relevance.
• Collaboration: Collaborate closely with other members of the IT support team to address complex technical issues and share knowledge and best practices. Escalate unresolved issues to Level 2 support or higher-level specialists as needed.
• Training and Support: Provide basic technical training and guidance to end-users to empower them to troubleshoot common issues independently. Offer ongoing support and assistance to promote user proficiency with supported applications and systems.

EDUCATION

• High school diploma or equivalent; associate or bachelor's degree in information technology or a related field preferred.

EXPERIENCE

• Previous experience in a customer service or technical support role, with a strong preference for candidates who have supported IT within clinical environments.

REQUIREMENTS

• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to users of varying technical proficiency.

KNOWLEDGE