What are the responsibilities and job description for the Helpdesk Technician II position at UNITE HERE HEALTH?
Job Description
Job Description
UNITE HERE HEALTH serves 190,000 workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!
This is a Neighborhood Health Center Position
The purpose of this position is to provide a world class level of customer service to all Health Center / Fund employees seeking technical assistance or information concerning PC, mobile, telephony, and communications hardware and software. This position will also serve as a technical resource for IT related projects and provider of input to the IT Management decision making processes. This position will serve as the representative of the IT function to the employees of the Health Center / Fund on a daily basis, representing the IT department with professionalism, competence and positivity. This position will be a “float” between all locations including St. Louis Square and all health center locations as needed.
ESSENTIAL JOB FUNCTIONS AND DUTIES
- Serves as a Tier 2 technical and customer support resource to all Health Center / Fund employees (covering tier 1 helpdesk regularly when necessary)
- Serves as the escalation point for tickets beyond the ability of Tier 1 and escalates unresolvable tickets to Tier 3
- Documents ticket solutions and expands the knowledgebase within the Service-Now ticketing system
- Responds to all local and remote customer inquiries for assistance received via telephone, email or direct contact providing intermediate to advanced troubleshooting and problem resolution
- Resolves issues in a timely and professional manner while meeting or exceeding established metrics
- Takes proactive action in insuring warrant ability of Health Center / Fund technical systems
- Handles Health Center / Fund employee questions regarding end-user facing hardware and software and serves the Health Center / Fund in a consultative manner
- Ensures timely completion and follow-up of all support incidents
- Creates documentation of technical solutions and help desk procedures and trains others
- Comfortable presenting business solutions in person or via online systems such as Microsoft teams, zoom etc.
- Tracks user satisfaction through follow-up calls and surveys as required / directed
- Assists Infrastructure and Operations functions with special projects as required
- Proficient with imaging laptop / desktops
- Cross trains with other staff and continues to learn and expand on skills beyond helpdesk needs
- Supports the Health Center / Fund’s telecom system
- Assists with audio / visual (A / V) setup and supports meetings as needed
- Learns the Health Center / Fund’s applications including, but not limited to the electronic medical records (EMR) system(s) and other applications and becomes efficient in supporting users needs at the helpdesk level
- Comfortable working in an outpatient clinic setting supporting medical and non-medical staff
- Ability to travel locally and support business needs dynamically
ESSENTIAL QUALIFICATIONS
Salary range for this position : Hourly $27.08 - $33.13. Actual base salary may vary based upon, but not limited to : relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.
Work Schedule (may vary to meet business needs) : Monday~Friday, 7.5 hours per day (37.5 hours per week) onsite in-office position to float between the health centers.
We reward great work with great benefits, including but not limited to : Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).
LI-Onsite
Salary : $27 - $33
