IS Customer Service Technician

Luminis Health Shared Services

Title : IS Customer Service Technician

Department : IS Support Center

Reports To : Junior Manager - Enterprise Technology Call Center Operations 10000-50032-002131

Cost Center / Job Code : 10000-50032-000871

FLSA Status : Non-exempt

Position Objective :

Provides level 1 technical support for end users in a primarily Windows Operating System environment via answering phone calls in a Call Center and triaging tickets in the help desk ticketing system.

Essential Job Duties :

• Provides phone support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customers satisfaction.
• Enters and tracks all reported issues into Help Desk application, keeps tickets updated and customers informed regarding ticket status and current activity according to SOPs and SLAs.
• Ensures creation of Access request tickets and escalation to appropriate group(s).
• Monitors various systems for alarms and takes appropriate action when notified.
• Provide written documentation and feedback to support internal knowledge base.
• Assists users in identifying hardware / software needs and advises of current options.
• Works with level 2 / 3 staff and outside vendors to ensure completion of software / hardware and system issues.
• Revises and maintains documentation of operating procedures as instructed by Manager, Help Desk.
• Advises users on proper PC, internet and network procedures.

10. Displays strong troubleshooting skills while maintaining a high level of customer service when dealing with end users.

Educational / Experience Requirements :

Ability to technically support the following : MS Office (Word, Excel, Outlook, PowerPoint), Windows, MAC OSX, PC hardware, printers, internet access, remote access and third-party applications, including Epic.

Required License / Certifications :

CompTIA A+ preferred but not required.

Knowledge, Skills, Abilities :

Working Conditions, Equipment, Physical Demands :

There is a reasonable expectation that employees in this position will or will not be exposed to blood-borne pathogens.

Physical Demands - Medium Duty - Exerting up to 50 pounds of force occasionally, and / or up to 30 pounds of force frequently, and / or up to 10 pounds of force constantly to move objects.

The above job description is an overview of the functions and requirements for this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.

Luminis Health Benefits Overview :

Pay Range

$20.81 - $28.75 USD

Luminis Health Benefits Overview :

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