Service Operations Technician II

Department :

12346 Enterprise Corporate - IAS Field Services Breakfix

Status : Full time

Benefits Eligible : Yes

Hou rs Per Week : 40

Schedule Details / Additional Information :

7 : 00am- 4 : 00pm

1 hour lunch

Ever other week on call

Pay Range

$26.10 - $39.15

EDUCATION / EXPERIENCE : Associates degree or equivalent combination of education, certification, and experience. A minimum of four years of Service Operations Call Center experience is preferred. A higher level of education will be considered in lieu of experience. REPORTS TO : IT Service Operations Manager LICENSURE, CERTIFICATION, and / or REGISTRATION : A+ Certification. (Required within one year of hire) ESSENTIAL FUNCTIONS : Mentors new Service Desk Agents (level 1 and 2) and provides ?on the job? training support. Articulates routine solutions to common issues and documents as appropriate. Authors Knowledge Articles as needed for use by the SD Analysts and the enterprise. Performs advanced level of customer service, technical, business and analytical critical thinking skills, and organizational skills. Communicates with concise, logical, and grammatically correct verbal and written communication skills Gathers the required customer information and the required information for the application / system involved and determines the customer?s issue by using advanced knowledge of enterprise workstations, software and hardware to analyze the symptoms and underlying problem and performing remote troubleshooting to ensure the incident is resolved immediately. Provides immediate resolution to Level 2 incidents and requests including but not limited to network port resets, display name changes on phones, voicemail reset, applications support, remote end user OS / app / hardware troubleshooting, printing issues, Citrix client troubleshooting and repair, VDI session resets, installation of packaged software, and phone provisioning. Remotely troubleshoots and remediates complex level 2 infrastructure and application issues. Identifies opportunities for the Service Desk to improve First Call Resolution by troubleshooting based on technical / application expertise. Identifies opportunities to ensure Application Documentation, Service Catalog, Service Desk Knowledge Based Articles and Service Desk operating procedures are current. Proactively facilitates communication with team members, other IT departments, IT Leadership and Customers. Creates relationships built on trust and results with Customers and other IT departments Fosters an inclusive and engaged environment through teamwork and collaboration. Escalates issues regarding patient safety concerns to level 2 and level 3 support colleagues or the quickest resolution possible as evidenced by recorded metrics such as SLA?s regarding first call resolution and customer survey responses Updates ticket resolution details per established processes. Ensures compliance with WFBMC employee and security policies. Maintains effective relations with end users, staff and vendors. Ensures that ITS Infrastructure standards are being met. Escalates issues to Manager when necessary. Ensures that weekly timesheets and updates are created. Documents all work performed in the IT Service Management System. SKILLS & QUALIFICATIONS : Excellent customer service skills coupled with effective written and verbal communication Able to act as a conduit for communication from the customer. Good writing ability. Able to document all activity accurately and timely. Familiar with windows based systems including thin clients, as well as, Apple Mac devices including cell phone technologies. WORK ENVIRONMENT : Fast paced with long hours as needed based on business requirements. Full alignment with the vision, mission and values of the WFBMC organization are expected in every aspect of this job. May be exposed to / occasionally exposed to patient elements. Subject to varying and unpredictable situations. Handles emergency or crisis situations. Subject to many interruptions. Occasionally subjected to irregular hours. Frequently pressured due to multiple priorities. PHYSICAL REQUIREMENTS : Amount of time spent performing the following activities : 0% 35% 65% to to to 35% 65% 100% N / A Activity x Standing x Walking x Sitting x Bending x Reaching with arms x Finger and hand dexterity x Talking x Hearing x Seeing x Lifting, carrying, pushing and or pulling : x 20 lbs. maximum x 50 lbs. maximum x 100 lbs. maximum

Our Commitment to You :

Advocate Health offers a comprehensive suite of Total Rewards : benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more - so you can live fully at and away from work, including :

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and / or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation's largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.