Up to $52,000 a year
US work authorization (Required)
Help desk: 1 year (Preferred)
Active Directory: 1 year (Preferred)
Provides tier 1 phone support assisting with clinical and technical questions and issues for work force members. Responsible for all aspects of incident management including first level phone support logging, analyzing, resolving, and follow up on application functional issues. Perform timely advanced technical duties regarding enterprise system and network monitoring and computer operations in a distributed system environment. Remediate problems while identifying and escalating more complex problems to appropriate service line for resolution.
Responsibilities:
1. Provide senior level tier 1 Service Center phone support assisting with clinical and technical questions and issues for work force members.
o Answers phone calls and gathers information to determine the issue or problem.
o Obtains relevant information on caller, i.e., name, department, job, phone number.
o Explains to customer what to expect in terms of resolution.
o Provide initial contact to external providers to report network or application problems.
o Delivers remote technical support for; includes problem recognition, research, isolation and resolution steps, resolving basic problems and more complex problems that the less experienced staff are unable to resolve.
2. Troubleshoots and isolates problems with applications or hardware.
o Systematically gathers information, sorts through complex issues, seeking input from others as appropriate.
o Collects details concerning the nature, severity, onset and duration of the problem.
o Addresses root cause of problems, and obtains consensus where possible.
o Communicates decisions to appropriate people following established departmental processes.
o Assists IS Service Center associates and analysts with complex problems.
3. Determines customer need on calls requesting hardware, software, or system access.
o Obtains details on what the customer thinks he needs and why he needs it.
o Assesses whether a more cost-effective solution would adequately address the customer’s needs.
o Discusses alternatives with customer.
o Explains approvals necessary.
o Instructs customer regarding approval procedure
4. Resolves technical issues by instructing customer or taking control of the customer’s PC or workstation, or takes other corrective action.
o Explains corrective action to customer so that customer can make changes necessary.
o Explains to customer what is needed to fix the problem, then holds the line to allow the customer to opportunity correct the problem.
o Obtains agreement from customer to allow access to customer’s PC to help identify problem.
o Takes control of customer’s PC/workstation and investigates possible causes of problem.
o Corrects problems within our established First Call resolution SLA. Promptly refers all other issues to appropriate group for resolution
o Follows up with customer to confirm problem is resolved
5. For issues unable to resolve, refers to the appropriate person and follows through to ensure completion of correction action.
o Explains to customer that the call is being referred for assistance.
o Transfers the call to the correct person.
o Ensures that commitments made to customer are met.
o Notifies supervisor of any problems remaining unresolved for more than two days.
6. Maintains documentation on each issue, course of action and status.
o Logs all relevant details concerning each call in tracking system.
o Documents problem resolution steps, including actions taken and call status, for review by others.
o Provides report to supervisor concerning calls, as requested.
o Assist in the creation and maintenance of the IS Service Center Knowledge database.
7. Performs enterprise system and network monitoring and reporting
o Monitors production systems and identifies document and report issues as per established procedures.
o Utilizes enterprise monitoring system to identify and report network outages or performance issues as per established procedures.
o Provides initial contact to external providers to report network or application problems.
8. Escalates issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action.
o Determines appropriate group for escalation.
o Explains to customer that the call is being referred for assistance.
o Transfers the help desk ticket to the appropriate group.
Job Type: Contract
Pay: Up to $52,000.00 per year
Benefits:
Schedule:
Experience:
Work Location: Remote
Hiring 1 candidate for this role
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