Select Medical - Mechanicsburg, PA
posted 3 months ago
About the position
The Support Specialist I at Select Medical is a vital role within the Information Services department, primarily responsible for delivering exceptional customer service as the first point of contact for users experiencing technical issues. This position is designed to ensure that all calls to the Help Desk are answered promptly and that problems are logged accurately for resolution. The Support Specialist I will engage with users in a courteous and informative manner, ensuring that their issues are addressed in a timely fashion. This role requires a strong understanding of problem resolution and escalation processes to maintain a high level of customer satisfaction. In this position, the Support Specialist I will handle a variety of technical issues, including computer hardware and software problems, network connectivity issues, and other systems in use within the organization. The specialist will be tasked with logging all issues with detailed and up-to-date information, ensuring that customer problems are prioritized and escalated appropriately. Daily reviews of outstanding issues will be conducted to ensure that troubleshooting efforts are current and effective. The role also involves recognizing potential enterprise-wide problems and collaborating with the Help Desk Manager to strategize and implement remediation plans. The Support Specialist I will participate in information-sharing activities and monitor for any security violations related to unauthorized access to corporate data. Building team spirit and promoting a positive workplace culture are also key responsibilities, as is maintaining awareness of the rapidly changing technical environment and recommending cost-efficient techniques. Overall, the Support Specialist I is expected to support the mission and direction of Select Medical, contributing to the overall success of the Information Services department and the organization as a whole. This position offers a comprehensive orientation program and opportunities for career advancement, making it an excellent choice for individuals looking to grow within the field of IT support.
Responsibilities
- Ensure customer satisfaction by responding in a timely manner to all issues reported to the Help Desk.
- Log all issues promptly and accurately with detailed up-to-date information.
- Timely escalation of customer problems by documenting the impact and assigning appropriate priority and resolution targets.
- Review outstanding issues daily to assure troubleshooting and resolutions are current.
- Recognize problems that may have enterprise-wide ramifications and strategize remediation plans with the Help Desk Manager.
- Participate in relevant information-sharing activities.
- Monitor and report on any security violations related to unwarranted access to corporate data.
- Ensure all problems are resolved in a timely and efficient manner.
- Help build team spirit by assisting other staff members and promoting a positive workplace.
- Maintain awareness of the rapidly changing environment and recommend cost-efficient techniques.
- Recognize potential areas for policy and procedure changes and submit recommendations as appropriate.
- Support the mission and direction of Select Medical within the Information Services department.
Requirements
- Associates Degree or actively enrolled in an Associates Program.
- Ability to work posted shift.
- Superior customer service skills.
- Understanding of operating systems such as Windows and OS X/iOS.
- PC hardware and peripheral experience.
- Good interpersonal skills including face-to-face, verbal, electronic, and telephonic communication.
- Accuracy and attention to detail.
- Personal sense of urgency.
- Excellent analytical and problem-solving skills.
- Organized with good time management skills to meet deadlines.
- Ability to multitask and adapt to changing business priorities.
- Ability to work independently and as part of a team to reach mutually established goals.
- Flexible and open to change.
- Previous experience in a metrics-based role where production/quality standards are upheld.
Nice-to-haves
- Experience in a technical support role.
- Familiarity with Help Desk ticketing systems.
- Knowledge of network connectivity issues and troubleshooting.
Benefits
- Paid Time Off (PTO) and Extended Illness Days (EID).
- Health, Dental, and Vision Insurance; Life insurance; Prescription coverage.
- 401(k) retirement plan with a company match.
- Thorough orientation program.
- Career advancement opportunities.
- Competitive pay and benefits.
