What are the responsibilities and job description for the AIT Cust Support Desk Analyst I-915 position at AtlantiCare?
Job Description
POSITION SUMMARY
The Customer Support Desk Analyst I, role is to ensure proper computer/application operation so that end users can accomplish appropriate tasks. This includes receiving, prioritizing, documenting, trending and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require remote access to the desktop.
This position will also be responsible for maintaining the functionality of the Data Center. This will include initiating, monitoring and documenting scheduled jobs, tasks and assignments.
EDUCATION: High school diploma or GED required.
LICENSE/CERTIFICATION: A Certification preferred.
EXPERIENCE: Knowledge of basic computer hardware, including Enterprise applications required. Experience with desktop and server operating systems, including XP, AIX/UNIX preferred. Some knowledge of network required to help customers determine if they are connected. Working knowledge of a range of diagnostic utilities, including Go-to-assist preferred. Good understanding of the organization’s goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Capable of taking a call from a difficult customer and turning the situation around. Strong documentation skills. Ability to absorb and retain information quickly.
Ability to present solutions and ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Ability to work with 3rd party vendors when needed to open up manufacturer issue tickets, while maintaining tracking of initial call.
PERFORMANCE EXPECTATIONS
WORK ENVIRONMENT
Potential for exposure to the hazards and risk of the hospital environment on an occasional basis, including exposure to infectious disease, hazardous substances, and potential injury. Works with such equipment as computer terminal, fax machine, copier, and telephone. This position requires repetitive motion, fingering, hearing, pushing, reaching, reading, calculating, seeing, speaking, standing, and walking a majority of the time. May have prolonged periods of sitting. Ability to work various shifts.
REPORTING RELATIONSHIP
This position reports to the InfoShare Operations Manager.
Position Type
Full-Time
