What are the responsibilities and job description for the Help Desk Support-Associate, Days, Work from Home position at Norton Healthcare Pavilion?
Responsibilities:
The Help Desk Support Associate is responsible for providing Tier 1 support to the Norton Healthcare internal customer base. Seeks to provide first call resolution for general office application issues, enterprise service inquiries, NHC custom or business applications issues, and security access inquiries. This position is required to respond to customers via phone or email and work to resolve issues leveraging standard tools and procedures. The position is expected to troubleshoot end user issues, provide timely documentation for all calls, and escalate issues when appropriate. Previous experience working in customer support with demonstrated technical acumen is required. This position is designed to work as directed by the department leadership and may receive direction from senior Service Center Analysts when needed. Expected to consistently maintain or exceed service metrics set by the Enterprise Support Services leadership.
**This position offers a fully remote work opportunity. Employees in this role must reside in one of the following states to be considered for fully remote positions: Kentucky, Indiana, Missouri, Ohio, Tennessee, Alabama, Mississippi, North Carolina, or South Carolina.**
Qualifications:
Required:
One year in a call center environment
Support Center Analyst (HDI) Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership. AND A+ (IT Certification) Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership.
Desired:
High School Diploma or GED
