IT Help Desk Support

Claiborne Medical Center - Tazewell, TN

Full-time

Tazewell, TN

Nursing and Residential Care Facilities

About the position

The Help Desk Service Support Specialist position at Claiborne Medical Center is a full-time role that serves as the first point of contact for customers seeking technical support. This position is crucial in providing assistance over phone, email, or chat for a variety of applications and systems. The specialist will be responsible for remotely troubleshooting issues using various diagnostic tools and techniques, ensuring that customers receive clear instructions to resolve their issues. Excellent communication skills are essential, as the specialist must ask thoughtful questions to gather detailed information about the issues to pass along to the next level of IT support when necessary. In addition to technical support, the specialist will handle account administration, form processing, and the creation of end-user documentation. They will also be responsible for updating the knowledge base to enhance the support process. The role requires a calm and courteous demeanor, as the specialist will interact with customers who may be experiencing technical difficulties. The ability to manage multiple tasks and priorities while maintaining accurate results is vital. The specialist will also collaborate with other IT staff to improve processes and documentation, ensuring effective communication within the department. The position includes an on-call rotation, which requires the specialist to be available to address urgent technical issues as they arise. The ideal candidate will demonstrate a commitment to high-quality customer service and a proactive approach to problem-solving, making them a valuable resource for both customers and fellow IT staff members.

Responsibilities

• Provides exceptional end-user support for systems access, workstation, server, telecom, network, application and hardware issues, including problem recognition, research, isolation, and improving documentation, issue awareness, and resolution steps.
• Able to resolve a majority of end-user problems during first call resolution; only escalates issues to the next level of IT support after extensive investigation and documentation.
• Provides communication to all customers regarding IT system problems, changes and procedures; actively identifies and communicates potential technical issues to the leader and other IT staff.
• Continuously works with other IT staff on processes and documentation to improve end-user support and interdepartmental communication.
• Demonstrates high-quality customer service skills while maintaining a calm and courteous demeanor; serves as a resource for other specialists to resolve more complex, technical problems or difficult callers.
• Keeps up with multiple tasks and priorities while maintaining accurate expected results.
• Actively uses downtime to follow-up on issues and review workflow to verify accuracy and quality; demonstrates interest in additional projects and responsibilities.
• May assist senior level staff with administration of problem management systems and reporting functions.
• Other duties as assigned.

Requirements

• None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to an Associate's degree.
• Preference may be given to individuals possessing an Associate's degree in a directly-related field from an accredited college or university.
• Three (3) years of related experience preferred.
• Demonstrated customer service skills and IT troubleshooting skills.
• IT experience, MEDHOST experience preferred but not required.