Help Desk Specialist I

How You’ll Help Transform Healthcare:

Resolves hardware, software and access issues for all Carilion Clinic employees and affiliated personnel.  Delivers service with a high degree of customer satisfaction, technical expertise and timeliness Provides second level support to representatives and works through complex tickets to find resolutions to improve first call resolution. Communicates with third level teams to test, document and work through known issues or bugs. Provides information as requested for tickets, projects, access requests or other areas as directed by management.
 

• Interfaces with clients, vendors, and multiple teams while responding to calls and emails to provide resolution to problems, incidents, and other requests as necessary. 
• Troubleshoots each interaction/incident and strives for first contact resolution (FCR) for each issue while producing a quality work product.
• Demonstrates proficiency in accurately documenting all client, vendor and team contacts in TSG call management software.  
• Escalates incidents to the correct team and in a timely manner. 
• Assists with “how to” questions in an effort to educate clients while providing support as needed.
• Submits knowledge database entries for review and assists with keeping the knowledge base current.
• Demonstrate proficiency with call center technology.
• Displays excellent customer service and teamwork skills.
• Continually troubleshoots and evaluates incoming call levels and involves management as necessary.
• Monitor network operations including troubleshooting, opening Verizon support tickets and notifying key stakeholders with moderate supervision. 
• Completes client software requests with moderate supervision. 

What We Require:

Education: Associates degree preferred. 

Experience: 2 years’ equivalent experience and an associate degree or 4 years work experience in computer electronics and/or data communications, microcomputers, supporting network hardware and software required.

Licensure, certification, and/or registration:Must obtain Help Desk certification from HDI.

Must obtain one of the following: CompTIA A , CompTIA Network , CompTIA Security , Epic Proficiency in any module, any Microsoft certification, or  an Associate’s degree.

Other Minimum Qualifications: Tactful and pleasant phone skills.Positive customer service attitude. Excellent communication skills. Exceptional interpersonal skills. Good organizational skills. Problem solving ability. Basic to intermediate knowledge of multiple applications. Basic knowledge of computer networks and how they function . Average to above-average typing skills .Detail oriented. Ability to follow instructions. Valid Virginia drivers' license and dependable transportation.

About Carilion

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.