Customer Service Analyst II (Full Time / Days)

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

Benefits offered by this job

Medical insurance premiums as low as $

Tuition reimbursement up to $10,000 a​

Free parking and Orca transit passes

Pre-tax and Roth retirement plans

Employee Assistance Program

Job summary

Overlake Medical Center & Clinics is seeking a Customer Service Analyst II focused on Operations to support hospital information systems, troubleshoot problems, and mentor junior analysts. The role involves both campus and remote support with a 7:00 AM–3:30 PM schedule and daily 40-hour weeks.

The candidate should have a high school diploma, SCCM/Active Directory experience, and strong customer service and communication skills.

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.

Responsibilities

• Provide support to Overlake system users on campus and off campus.
• Troubleshoot and escalate issues to the proper team; mentor CSA I.
• Provide secondary support to outside helpdesk vendor.

Skills

Customer service

Interpersonal skills

Problem diagnosis

Communication

Phone support

Microsoft Office

IT basics

Education

High school diploma

Microsoft A+ certification

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 Ten thousand dollars 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.

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].