Service Desk Technician (x5)

MARIETTA GA   Healthcare - Health Services Posted: 3 weeks ago  

Job Description:
One of our healthcare clients has recently acquired a hospital and they are officially kicking off the merger in mid-July 2024. Due to the influx of internal employees, they predict there will be a massive increase of technical support calls, estimating an additional 7k a week which is why they need to ramp up their Service Desk team within their Service Management organization. This person will be supporting internal customers via phone to start and will have the opportunity to add chat support in the near future! This is a huge opportunity to service thousands of internal employees (from healthcare staff to C Level Executives) during a massive initiative at one of the largest healthcare systems in the state of GA! This is a fully REMOTE position, but requires EST hours! APPLY TODAY!

Requirements:
• 3+ years in a Service Desk/Tech Support position including phone/call and chat support
• Strong experience managing a ticket queue, updating ticket notes, escalate/deescalate & closing out tickets utilizing a ticketing system (ServiceNow or related)
• Experience supporting employees with various issues related to hardware, software, and network connectivity (troubleshooting computers, printers, medical devices, and specialized software used in healthcare settings)
• Healthcare industry/environment experience
• Excellent communication and customer service mentality – ability to work independently & escalate issues as needed

Nice to have:
• Experience supporting technical issues during an acquisition
• Associates or Bachelors degree in IT related field

Responsibilities:
• Support internal healthcare employees with various technical support issues via phone call & chat
• Provide frontline technical support to healthcare employees for various issues related to hardware, software, and network connectivity—this could include troubleshooting computers, printers, medical devices, and specialized software used in healthcare settings.
• Work closely with healthcare IT teams to escalate complex issues, coordinate system upgrades and solutions that improve efficiency and patient care.
• Provide remote technical support to healthcare professionals working in different locations, including clinics, hospitals, and administrative offices—Use remote access tools to troubleshoot issues and provide timely resolutions.
• Excellent ability to explain to non-technical employees how to resolve various technical issues they may encounter via phone support while maintaining excellent customer service for all employees

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