Job Title:

Helpdesk Support I Location:

Green Valley, CA Duration:

2 months +

Pay Rate:

$27 - $29/hr. on w2

Highly Preferred:

Help desk call takers that have Epic go live experience Responds in an appropriate manner to incoming calls for help from all computer users in organization; analyzing calls to an understanding of the nature, and urgency of the problem; accurately documenting and/or service requests in a problem-tracking database system; personally resolving called-in problems or assign those problems to the appropriate in-house staff member or outside vendor: assigning appropriate due dates tracking problem calls using an Incident Management application to ensure Solutions are arrived at in a timely manner: and follow-up with users to ensure their With the quality and Of service provided. Responsible also include the Computer Operations tasks necessary to ensure system availability and data integrity for many business-critical systems and applications, technical aptitude required, experience with a wide range of PC and network-based information systems and excellent problem-solving skills to interpret user—reported problems and assign responsibility for resolving those problems to the most appropriate technical Support resources. Excellent Communications skills, both oral and written, are to work effectively with computer users and with. T, staff and vendors, as the job entries communicating throughout the day the people who have varied levels of understanding and skills relating to these functions. The Help Desk Support incumbent will provide and promote superior customer service at all times. Answer all Helpdesk calls and track the call completed (detailed problem description) into an Incident Management application. Workday is Spent on the phone available to Customer calls, create e tickets from Helpdesk email and monitor Self Service request Ensures Customer Contact information is Current incident Management application. Answers, simple frequently asked questions, updates and maintain knowledgebase as needed. Analyzes and resolves call remotely if possible. Triages the call and gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unau e to resave. Manages the problem/request by acting according to procedure, following up with support Staff, the resolution, confirming customer satisfaction and doing the call. Receives Call or request, logs, resolves and call or service meeting departmental guidelines. Monitors Helpdesk emails and Voicemail hourly as denned in departmental policies and Procedures. Recommends and participates in the implementation of changes to policies. procedures, protocols and PC standards as needed to improve efficiency and cost effectiveness of PC operation within the organization. Maintains asset arrangement database according to department policy for all I.T. maintained hardware. Assist with changing practices for desktop software and hardware including evaluation, testing and implementation of new or upgraded software and hardware. Occasional work in field (end-user community) for maintenance Such as replacing phone cords, clearing printer errors, disconnecting/reconnecting equipment, etc. Monitors the applications, systems, interfaces, networks and computer room equipment for errors or potential problems.

Skills:

Strong customer service. technical. analytical and organizational skills. Ability to organize, prioritize and manage multiple tasks under pressure while maintaining a positive and professional Demonstrates a Commitment to Service included. but not limited to professionalism, customer focus, Compassion, strong listening skills and a demeanor. Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others. Is extremely open to learning new things and teaming with others in a collaborative environment. Proven track record of conducting him/herself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment. Ability to under pressure with Speed and accuracy.

Education:

Associate's degree in computer science or 4 years of equivalent experience. #

IRI-IT Pay:

$27.00 - $29.00 per hour

Benefits:

401(k) Dental insurance Health insurance

Work Location:

In person