Associate Support Desk Specialist

Job Summary : This role is responsible for delivering accurate and timely technology support, focusing on Tier 1 issue resolution for internal users. The Associate Support Desk Specialist communicates with customers via phone or email, providing guidance tailored to their needs and urgency. They resolve routine and complex hardware and software issues, collaborating with IS analysts and engineers when necessary. The role emphasizes follow-up to ensure customer satisfaction and suggests process improvements to enhance service delivery. Adherence to organizational values and standards is essential.

Essential Responsibilities :

• Customer Service : Consistently meets and exceeds customer expectations by responding promptly to service requests. Operates within established IS Support Desk procedures and collaborates with IS team members to deliver quality service. Reviews daily work orders and identifies patterns indicating major issues, escalating appropriately.
• First Call Resolution : Answers calls and responds to tickets within defined timeframes, resolving as many requests as possible on first contact. Sets up user IDs for new associates. Requests unresolved within 15 minutes are escalated to analysts or engineers. Prioritizes and dispatches calls with the IS team as needed.
• Problem Tracking & Data Quality : Ensures accurate and timely data entry into ITSM software. Maintains updates and follows up with IS associates to ensure full resolution of work orders.
• Continuous Improvement : Identifies opportunities to enhance customer service and recommends solutions. Participates in initiatives addressing service issues.
• Project Work : Supports system go-lives, upgrades, and other initiatives as assigned by project management and IS leadership.
• Technical Currency : Maintains up-to-date industry and organizational knowledge, certifications, and seeks peer mentoring.
• Guest Relations : Demonstrates excellent interpersonal skills with patients, visitors, clinical providers, and coworkers, showing courtesy, compassion, and respect.

Education and Experience :

Physical Demands :

Work Shift : 1st Shift, 40 hours per week.

Note : This position requires adherence to HIPAA regulations regarding patient data confidentiality, integrity, and availability.