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Support Specialist in Spartanburg, SC at Spartanburg Regional Healthcare System

Date Posted: 5/13/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    5/13/2019

Job Description

Responsible for first level problem determination, problem/incident recording, problem resolution and problem escalation for system supported products. Products and services include networks, client/server systems, PC desktops, desktop application software, peripheral devices, Responsible for creation and monitoring of system access forms, and others.

JOB DUTIES:

 

1.        Respond to customer requests for Information Technology assistance in person, via telephone or electronic correspondence.

2.        Research customer requests using available resources.  Resources include division incident tracking application, stored procedures and protocols, and divisional subject matter experts.

3.        Act as a liaison between customers and internal support staff to assure accurate problem interpretation.  Advise customers on status of incidents, problems, and requests.

4.        Document all helpdesk interactions.  Interactions include first call requests, follow up requests and resolutions.

5.        Direct/Re-direct customer requests to appropriate resource.

6.        Strong knowledge of incident tracking application and processes, procedures and policies that support utilization of application.

7.        Stay current with system supported product changes and updates.

8.        Escalates customer requests in accordance with departmental protocols.

9.        Demonstrates high energy, willingness to learn and adaptable to changing work environment.

10.     High tolerance for stressful work environment.

11.     Complies with departmental and organizational policies, protocols, and procedures

EDUCATION REQUIREMENTS

Required:

High School Education Required

Preferred:

Associate's Degree Preferred

EXPERIENCE REQUIREMENTS

Required:

3 years IT Experience

1-2 years Customer Service Experience

Preferred:

3-5 years Healthcare IT Experience

Help Desk Tracking Application Experience

 

CERTIFICATIONS, LICENSES and/or REGISTRATIONS

Required:

 

 

Preferred:

Helpdesk Certification Preferred

OTHER REQUIREMENTS

§         Excellent written and oral communication skills.

§         Ability to interact successfully with all levels of Customers and IT Personnel.

PHYSICAL AND MENTAL REQUIREMENTS

§         Ability to work in high pressure healthcare environment.

§         Replaces desktop devices to include monitors, keyboards, mouse, phones when required.