Description Customer Service and technical position responsible for first
level support for Sherman Hospital staff. Support includes but is not limited
to desktop applications and programs, network troubleshooting, and
application support. The objective of this position is to
provide technical support in a timely manner, and escalate as necessary
to minimize computer downtime for staff.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The following duties and responsibilities generally reflect the
expectations of this position but are not intended to be all inclusive.
- Answer calls as quickly as possible while providing maximum customer service.
- Log and track all inbound issues, problems and requests for service
- Provide professional technical support to a wide variety of
customers with limited to advanced familiarity with computers on a
first-call resolution status
- Listen and understand inquiries and issues, asking appropriate questions to determine and resolve computer-related issues
- Seek assistance from next level team member if issues are complex or cannot be resolved within 15 minutes
- Communicate with customers, providing status updates and follow-up to ensure customer satisfaction
REQUIREMENTS:
- High School Diploma/ GED
- One-year
certificate from college or technical school or 3-6 months related
experience and/or training or an equivalent combination of education
and experience
DESIRED:
- Associates Degree
- At least 1 year of helpdesk support experience
