What are the responsibilities and job description for the Service Desk Specialist position at REQ Solutions?
Job Title: Service Desk Specialist
Duration: 10 Months (Possible extension)
Location: Malvern, PA 19355
100% Remote
Responsibilities:
- Solve IT problems in a timely manner, document known issues and solutions
- Work with project teams to gather product and process knowledge, and escalate (when necessary) to minimize computer downtime for teammates, partners, and customers.
- This is an over-the-phone, IT Technical Support position that includes, but is not limited to, supporting desktop applications and programs, network troubleshooting, and clinical application support.
- Using basic IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues
- Using IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
- Provide maximum customer service and issue ownership
- Provide on-call support as scheduled during non-business hours
- Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
- When necessary, escalate incidents to the appropriate next level support team
- Communicate with customers, providing status updates and follow-up to ensure satisfaction
- Communicate trends and undocumented issues to supervisor, Floor Coach, NOC, and other IT teams as necessary
- Complete additional tasks and projects as assigned by Service Desk leadership
Education/Experience:
- Min of HS diploma/GED and One-year certificate from college or technical school or at least 1 year customer service related experience and/or training or equivalent combination of education and experience
- 6 months of related experience
- Knowledge of computer, printer, and network troubleshooting and installation procedures
- Demonstrated ability to diagnose and troubleshoot Microsoft products
- Demonstrated ability to solve issues with healthcare/clinical applications
- Ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
- Demonstrated ability to work in a team environment as well as independently
- Superior customer service skills and phone etiquette
- Excellent documentation skills
- Ability to work evening , weekend, and holiday coverage as needed and scheduled
- Ability to travel up to 5%
Salary : $20 - $23
