Associate Specialist Service Management - Help Desk - Per Diem - Days - DIO

Memorial Healthcare System - Miramar, FL

Full-time

Miramar, FL

Hospitals

About the position

The Associate Specialist Service Management - Help Desk position is responsible for providing first-level technical support to employees, vendors, patients, and physicians. This role involves assisting with basic application, hardware, and service/network requests, ensuring effective problem resolution and customer service in a fast-paced environment.

Responsibilities

• Provides end-user desktop training and minor hardware/peripheral repair as appropriate to assist with problem resolution.
• Enters support requests into the ticketing system to ensure proper resolution, tracking, and follow-up.
• Promptly escalates more complex technology issues to higher-level technical support or management to ensure timely resolution.
• Provides real-time support to employees, vendors, patients, physicians, and their office staff related to computer/hardware and systems, typically resolving less complex problems immediately.
• Documents, resolves, and closes customer issues according to existing service level guidelines, policies, and procedures.
• References problem management database and service desk systems to provide well-informed solutions on routine issues.
• Engages with customers remotely to determine the nature and scope of the customer's issue and take appropriate action.
• Uses company ticketing system to track ongoing issues.

Requirements

• High School Diploma or Equivalent (Required)
• Minimum one (1) year of IT experience required, preferably in help desk, service desk, or call center setting.

Nice-to-haves

• Customer service-related experience preferred.