What are the responsibilities and job description for the Help Desk Support - Intermediate, IS Enterprise Services, Work from Home position at Norton Healthcare?
- Louisville, Kentucky
- Information Systems
- 68677
- Regular Full-Time
- Days
- Norton System Services
Job Description
Responsibilities
As an Help Desk Support Intermediate role is responsible for providing Tier 2 support to the Norton Healthcare internal customer base. Seeks to provide first call resolution for general office application issues, NHC custom or business applications issues, security access requests, and provide first contact support for NHC EMR System. Required to respond to customers via phone or email and work to resolve issues leveraging standard tools and procedures. The position is expected to resolve end user issues, provide timely documentation for all calls, and escalate issues when appropriate. Is an escalation point for more complex issues then the Tier 1 support and will leverage server and application administrative tools with escalated privileges to resolve user issues. 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.
Qualifications
Required:
- One year in a call center environment
- A (IT Certification) - Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership.
- Network (IT Certification) - Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership.
- Support Center Analyst (HDI) - Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership.
Desired:
- Associate Degree
- Microsoft Certified Professional
- Microsoft Certified Solutions Expert
Salary : $39,900 - $50,500
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