Customer Service Analyst II (Full Time / Days)

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

Job summary

Overlake Hospital Medical Center in Bellevue, WA is seeking a Customer Service Analyst II for a full-time, day-shift role. The incumbent will support Hospital Information Services, troubleshoot system and user issues, and mentor CSA I while coordinating with the outside helpdesk vendor.

The position requires a high school diploma, experience with SCCM/Active Directory/VDI, and strong customer service and communication skills to serve physicians, staff, patients, and visitors across the campus.

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.
• Excellent oral and written skills.
• Training in customer services, phone support, Microsoft Office products, or IT basic technical issues desired.
• Familiarity with complex or multi-line phone systems.

Responsibilities

• Provide support to Overlake system users on or off the Overlake Campus in Hospital Information Services.
• Troubleshoot and escalate issues to the proper team.
• Mentor CSA I and provide guidance to junior staff.
• Provide secondary support to outside helpdesk vendor.

Skills

Customer service

Oral & written communication

Interpersonal skills

Troubleshooting

Microsoft Office

Phone support

IT basics

Education

High school diploma

Tools

SCCM

Active Directory

Virtual Desktop Imaging

Job description

Customer Service Analyst II (Full Time / Days)# **Please note that Overlake's external Career Site uses Cookies. Please select Accept Cookies or Decline.**### Customer Service Analyst II (Full Time / Days)Apply: Bellevue, WA: Full time: Posted Today: R-11685# **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.