Customer Service Analyst II (Full Time / Days)

Overlake Medical Clinics; Bellevue (WA); On-site; USD 36,000 - 55,000; Full time

Benefits offered by this job

Low-cost medical insurance

Tuition reimbursement

Retirement match

Free parking

Transit passes

Job summary

Overlake Medical Clinics is seeking a Customer Service Analyst II specialized in Operations to support Overlake system users on and off campus. You will troubleshoot issues, escalate appropriately, and mentor CSA I while assisting the external helpdesk vendor as needed.

The role is full-time, daytime shift (7:00 am–3:30 pm), with a strong emphasis on customer service and collaboration with hospital IT teams. A High School diploma and IT skills are required, with A+ certification preferred.

Qualifications

• High school diploma is required.
• Microsoft A+ certification highly desired.
• One-year prior experience with SCCM, Active Directory, and Virtual Desktop Imaging required.
• Two-year prior customer service experience. Healthcare experience preferred.
• Demonstrated ability to diagnose and correct systems and user problems with strong customer service.
• Training in customer services, phone support, Microsoft Office products, or IT basics is desired.

Responsibilities

• Provide support to Overlake system users on or off the Overlake Campus.
• Troubleshoot issues and escalate to the proper team.
• Mentor CSA I and perform CSA Level 1 responsibilities.
• Provide secondary support to outside helpdesk vendor.

Skills

Interpersonal skills

Customer service

Oral and written communication

Troubleshooting

Education

High school diploma

Microsoft A+ certification (desirable)

Tools

SCCM

Active Directory

Virtual Desktop Imaging

Microsoft Office

Job description

Welcome to a medical center where you're the center of attention.

Pay range:

Hourly

$26.45 - $39.68

Position Review

The Customer Service Analyst II with specialty in Operations provides support to Overlake system users on or off the Overlake Campus in the following areas: Hospital Information Services knowledge and maintenance including Server Hardware, Wireless and all hospital applications. Responsible for troubleshooting and escalating issues to the proper team. In addition, incumbents in this position are expected to understand and perform the CSA Level 1 job responsibilities while providing support and mentoring to the Customer Service Analyst I. Will also provide secondary support to outside helpdesk vendor. The definition of Customers includes physicians, staff, patients, visitors and partners throughout this job description.

Full Time / Day Shift

1.0 FTE / 40 hours per week

Schedule: Monday-Friday

7 am - 3:30 pm

Qualifications

• High school diploma is required.
• Microsoft A+ certification highly desired.
• One-year prior experience with SCCM, Active Directory, and Virtual Desktop Imaging required.
• Two-year prior customer service experience. Healthcare experience preferred.
• Demonstrated ability to quickly and effectively diagnose and correct systems and user problems. Exceptional interpersonal skills with a strong emphasis on customer service; able to effectively deal with diverse personalities. Excellent oral and written skills.
• Training in customer services, phone support, Microsoft Office products, or IT basic technical issues desired. Demonstrated ability to quickly triage systems and user problems and process correctly. Able to effectively deal with diverse personalities across all levels of the organization. Familiarity with complex or multi-line phone systems also desired.

Why join Overlake?

We're proud to offer benefits that support you in every stage of your career and life. But it's our inspirational culture that has made us one of America's Top 150 places to work in healthcare for several years in a row.

• Local, visible leaders who care about you.
• A values-based work environment.
• Medical insurance premiums as low as $0 per month.
• Many Overlake services covered at 100%.
• Tuition reimbursement up to $10,000 per year.
• Generous retirement plan matching starting at 5% and increasing to 7% after five years with immediate vesting.
• Pre-tax and Roth after tax retirement savings plans.
• An expanded Employee Assistance Program.
• A caregiver support program to help with everything from childcare to eldercare.
• Free parking and Orca transit passes.

If this sounds like an environment where you'll thrive, we'd love to hear from you.

How much will this job pay?

Posted pay ranges represent the entire pay scale, from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional pay based on shift, certification or level of education. Job offers are determined based on a candidate's years of relevant experience and internal equity. If you have questions about Overlake's pay practices, employee benefits or the pay for a specific position, please contact [e-mail]