Service Desk Analyst II

MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. 

ESSENTIAL RESPONSIBILITIES

·   Interact with customers to provide and process information in response to inquiries, concerns, and requests

·   Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

·   Deliver service and support to end-users, including via remote connection or over the Internet

·   Research required information using available resources

·   Follow standard processes and procedures

·   Accurately process and record call transactions using a computer and designated tracking software

·   Organize ideas and communicate oral messages appropriate to listeners and situations

·      Follow up and make scheduled call backs to customers where necessary

·      Stay current with system information, changes and update

·      Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system

·      Follows proper escalation procedures as defined by management

·      Ensure customers receive prompt, accurate and courteous service

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

·      Proper phone etiquette and effective listening skills

·      Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

·      Knowledge of customer service principles and practices

·      Medical/clinical terminology is preferred, but not required

·      Must be able to sit for long periods of time

·      Position requires use of headset/microphone

·      Experience supporting software computer applications and equipment from a helpdesk environment

·      Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

·      Experience with mobile device support (iPhone, Android, Windows Mobile)

·      Must be a team player and build good working relationships across all functions

·      Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

·      Need to be flexible, adaptable, and possess creative problem-solving skills

·      5 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

       Perform other duties as assigned

Additional

·      Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

About HCTec: 
HCTec provides award-winning services and solutions to hospitals in 45+ states, including academic medical centers, health systems, critical access hospitals, and ambulatory physician practices.

Award-winning best-in-KLAS managed services assists with routine IT needs such as service desk, patient portal support, EHR application support, desktop/server/network management and IT security.

• Four Geographically Diverse / Redundant Service Centers
• Domestic Operations
• Exclusively Healthcare Provider Focused
• Best-in-KLAS Managed Services
• CHIME Collaboration Award Winner
• SLA Backed Outcomes
• 45+ States with HCTec Support Presence

HCTec’s solutions for meeting health IT staffing needs extend from filling individual staffing gaps to providing in-house project teams and remote, domestic IT support service. We make every partner’s IT challenges our own so that they are freed to focus on the bigger picture of improving outcomes and controlling healthcare costs.

We look forward to hearing how your skills line up with our mission!