SUPPORT CENTER ANALYST/HELP DESK

Provides Level 1 support to customers’ requests. Solves requests such as password resets, common software application (including systems applications), and hardware related issues. Provides first contact with customer to analyze, troubleshoot, and resolve or escalate. Performs basic systems build and customer callbacks.

Essential Job Functions

• Call Processing
  • Processes telephone calls promptly, accurately, efficiently and courteously.
  • Creates and sends messages that are legible and accurate.
  • Projects a positive voice image to customers, keeping in mind the tone, inflection and enunciation to all callers.
• Communication Skills
  • Interacts with individuals using words and language appropriate to their level of understanding.
  • Assists with the distribution of pertinent information thought the system.
  • Maintains positive interdepartmental relationships.
  • Demonstrates positive verbal communication skills including active listening.
  • Prepares written materials using correct grammar, spelling, punctuation and format.
• Customer Service Skills
  • Keeps a “smile in your voice” with all internal/external callers.
  • Maintains a positive attitude with staff and customers.
  • Assures that customer needs are met in a timely fashion.
  • Keeps the customer in mind.
• Support Center Support
  • Answers incoming calls, intranet/email requests, providing immediate solutions to standard issues 50% of the time.
  • Research, resolves and responds to incoming issues in a timely manner.
  • Partners with IT teams to expand the knowledgebase solution.
  • Accesses knowledge base to aid in problem resolution.
  • Escalates problems when appropriate, utilizing Support Center Tracking software to manage problem identification, escalation, and resolution.
  • Calls customers to assist them with signing up for portal access.
  • Timely follow ups with customers to make sure problem/request was handled or to notify them of changes in status to their open trouble tickets
  • Keeps informed and current with all procedures for systems and equipment, ensuring that documentation in Best Solutions Knowledge Base is up-to-date and accurate.
• User Management
  • Provides instruction to end-user in the use of hardware, personal computer operating systems, and approved software products.
  • Demonstrate exemplary customer service communications
  • Conduct all oral communications in a delightful, clear, concise, courteous, respectful, and pleasant manner.
  • Build customer confidence in information services by demonstrating open mindedness, good listening, and empathy for customer situations.
  • Deliver all information services to customers in accordance with organizational goals and strategies.
  • Identify urgency of customer needs and respond accordingly.
  • Provide frequent feedback to customers on the status of their requests
• Other duties as assigned.

Competency and Experience [Knowledge, Skills and Abilities]

Required Qualifications/Experience

• Associate degree or higher level of education in Information Technology or closely related field.
• Three (3) years of experience in customer service.
• Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment.
• Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.

• Proficient with PC and Related Software (Microsoft Office, Windows).
• Exceptional troubleshooting skills
• Analytical and detail oriented

Preferred Qualifications/Experience

• Bachelor’s degree in information technology preferred.
• Clinical Knowledge
• Medical Terminology
• Auditing Electronic Records
• Testing Computer Systems

License, Certification & Clearances

• Act 34-PA Criminal Record Check from the PA State Police system

Position Type/Expected Hours of Work

• Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).
• Travel may be expected locally between System locations.

Equal Employment Opportunity

Independence Health and its affiliated companies are Equal Opportunity Employers. It is their policy to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran status, or genetic information, or any other classification protected by law. Independence Health and its affiliated companies will comply with all applicable laws and regulations.

Disclaimer

This job description is not designed to contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee. Moreover, duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Work Environment

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Essential – Absolute Necessity.

Marginal – Minimal Necessity.

Constantly – 5.5 to 8 hours or more or 200 reps/shift.

Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.

Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.

Rarely – Less than 0.25 hours or less than 2 reps/shift.

Physical Condition

Essential

Marginal

Constantly

Frequently

Occasionally

Rarely

Never

Extreme Heat

X

Extreme Cold

X

Heights

X

Confined Spaces

X

Extreme Noise(>85dB)

X

Mechanical Hazards

X

Use of Vibrating Tools

X

Operates Vehicle (company)

X

Operates Heavy Equipment

X

Use of Lifting/Transfer Devices

X

Rotates All Shifts

X

8 Hours Shifts

X

X

10-12 Hours Shifts

X

X

On-Call

X

Overtime(+8/hrs/shift; 40/hr/wk)

X

X

Travel Between Sites

X

X

Direct Patient Care

X

Respirator Protective Equipment

X

Eye Protection

X

Head Protection (hard hat)

X

Hearing Protection

X

Hand Protection

X

Feet, Toe Protection

X

Body Protection

X

Latex Exposure

X

X

Solvent Exposure

X

Paint (direct use) Exposure

X

Dust (sanding) Exposure

X

Ethylene Oxide Exposure

X

Cytotoxic (Chemo) Exposure

X

Blood/Body Fluid Exposure

X

Chemicals (direct use) Exposure

X

X

Mist Exposure

X

Wax Stripper (direct use)

X

Non-Ionizing Radiation Exposure

X

Ionizing Radiation Exposure

X

Laser Exposure

X

Physical Demands

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Essential – Absolute Necessity.

Marginal – Minimal Necessity.

Constantly – 5.5 to 8 hours or more or 200 reps/shift.

Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.

Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.

Rarely – Less than 0.25 hours or less than 2 reps/shift.

Physical Condition

Essential

Marginal

Constantly

Frequently

Occasionally

Rarely

Never

Bending (Stooping)

X

Sitting

X

X

Walking

X

X

Climbing Stairs

X

X

Climbing Ladders

X

Standing

X

X

Kneeling

X

Squatting (Crouching)

X

Twisting/Turning

X

Keyboard/Computer Operation

X

X

Gross Grasp

X

Fine Finger Manipulation

X

Hand/Arm Coordination

X

X

Pushing/Pulling(lbs. of force)

X

Carry

X

Transfer/Push/Pull Patients

X

Seeing Near w/Acuity

X

X

Feeling (Sensation)

X

Color Vision

X

X

Hearing Clearly

X

X

Pulling/Pushing Objects Overhead

X

Reaching Above Shoulder Level

X

Reaching Forward

X

X

Lifting Floor to Knuckle

X

<10#

Lifting Seat Pan to Knuckle

X

Lifting Knuckle to Shoulder

X

Lifting Shoulder to Overhead

X

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.