Senior Service Desk Representative - Health Alliance Plan

EDUCATION/EXPERIENCE REQUIRED:

• High School Diploma or equivalent required.
• Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification.
• Associate degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other
  Business/Communication/Technology related), and Information Technology/Support industry certifications preferred.
• Three (3) or more years of successful experience in the area of Service Desk, Help Desk, or IT Support responsibilities, or previously demonstrated success in a Service Desk Representative Role.
• At least one-year of customer service experience included in the above technical experience or separately.
• Experience supporting the following:
  • Citrix-based applications
  • Windows OS support
  • Remote Access VPN support
  • Remotely troubleshooting of hardware issues such as printers, mobile devices, laptops, etc.
  • Supporting or using multi-factor authentication tools, such as Duo
  • Supporting or using SharePoint
  • Microsoft Office applications, such as Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, etc.
  • Using knowledgebases and other knowledge repository systems
• Seven (7) years or more experience working in a 24/7/365 health care environment help desk, service desk, or IT support position using phone, email, remote assist, and chat to provide direct end-user support preferred.
• Direct system admin support experience preferred
• Experience coaching and/or providing training preferred.
• Experience with Microsoft SCCM and other systems management products preferred.
• Experience with enterprise monitoring tools preferred.
• ServiceNow ITSM tool usage preferred.
• Apple/Mac product support and/or usage preferred.
• Experience with Epic support or other EMR support preferred.
• Experience creating/updating knowledge articles or other support documentation preferred.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Excellent customer service and written and verbal communication skills demonstrated over the phone, via IM, and face-to-face to communicate technical
  information in non-technical terms.
• Interpersonal skills demonstrating consensus building, collaborative spirit, rapport building, listening and methodical questioning.
• Ability to work under pressure, establish priorities and respond with urgency.
• High technical aptitude and strong PC literacy skills.
• Successful experience with working independently and under pressure.
• Successful experience with working on a team and actively contributing as a team member.
• Strong analytical, prioritization, and organizational skills.
• Able to work carefully, paying close attention to detail.
• Sense of urgency regarding all security/privacy practices and procedures.
• Self-directed and able to thrive in a fast-paced environment with frequent changes.
• Demonstrate initiative and being proactive.
• Demonstrate willingness to learn and coachability.
• Accepts and respects diversity without judgment.
• Ability to understand and protect the privacy and security of patient, member, and employee data.
• General understanding of network topologies and security protocols.
• Fluent English language skills.