About the position
Fallon Health is seeking a dedicated individual for a senior position in our IT Service Desk team. This role is crucial in ensuring that our end users receive timely and effective support for their technical issues. The primary responsibility includes receiving, prioritizing, documenting, and actively resolving help requests from end users. The individual will utilize diagnostic and help request tracking tools to troubleshoot issues and provide hands-on assistance at the desktop level. This position requires off-hours technical support on a weekly rotation basis, emphasizing the need for flexibility and commitment to service excellence. In addition to resolving technical issues, the role extends to desktop support tasks, reporting, user education, and participation in end-user device upgrade projects. The successful candidate will be responsible for managing the service desk request process, ensuring that all actions taken are documented and communicated effectively to users. This includes escalating issues to other technical services teams when necessary and maintaining a high level of professionalism in all interactions with end users. The ideal candidate will also contribute to the creation and maintenance of knowledgebase articles, providing valuable resources for both technical support staff and business personnel. Training end users on various computing subjects will be a key aspect of this role, ensuring that our staff is well-equipped to utilize technology effectively. Overall, this position plays a vital role in maintaining the operational efficiency of Fallon Health's IT services, directly impacting our ability to provide high-quality care to our members.
Responsibilities
- Accept and respond to requests and incidents entered in IT ticketing system in a timely and efficient manner.
- Prioritize tickets understanding those of critical nature to the business.
- Escalate issues appropriately to other technical services teams.
- Assist Level I support by fielding incoming requests to the Service Desk to ensure courteous, timely and effective resolution of end user issues when volumes are high.
- Track the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Suggest, test and implement possible solutions for reported issues using diagnostic utilities and previously documented technical articles.
- Communicate system outages and performance issues via event management processes and maintain status updates through resolution.
- Act as a liaison to affected users ensuring that their needs are understood and all actions necessary are taken to minimize the impact.
- Respond professionally and positively to customer complaints, problems and challenging behavior while maintaining high level of professionalism and personable customer service.
- Create and maintain knowledgebase articles related to end-user support tasks focused towards both technical support and business personnel.
- Provide training to end users on subjects related to end-user computing.
- Manage end-user access systems such as security tokens and remote connectivity systems.
- Participate in projects related to end user devices and software.
Requirements
- Associates degree in computer science, engineering or related discipline.
- 2 to 4 years of experience in an IT Service Desk environment.
- Solid working knowledge of Microsoft Office business applications and desktop operating systems.
- Good understanding of technology concepts with excellent customer service skills.
Nice-to-haves
- Microsoft Certified Solutions Associate (MCSA) certification preferred but not required.
- ITIL Foundations certification preferred but not required.
