Customer Service Center Coordinator (Helpdesk)

Universal Hospital Services Inc.; Pennsylvania; On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Help Desk Technician to support healthcare applications and user requests. In this rewarding role, you will research and resolve customer support tickets, ensuring timely communication and adherence to service level agreements. The ideal candidate will possess advanced knowledge of Windows operating systems and demonstrate strong problem-solving abilities. Join a dynamic team that values growth and development, and enjoy a challenging work environment with competitive compensation and comprehensive benefits. This is an excellent opportunity to make a meaningful impact in the healthcare sector.

Benefits

Challenging Work Environment

Growth Opportunities

Competitive Compensation

Medical, Dental, Vision Plans

401k Plan with Company Match

Generous Paid Time Off

Qualifications

• 1+ years of Information Systems experience required.
• Advanced knowledge of Windows OS and support methods.
• Strong communication skills for user assistance.

Responsibilities

• Research and resolve customer support tickets.
• Document problem impacts and escalate as needed.
• Maintain communication with users regarding requests.

Skills

Problem Resolution

Customer Support

Windows Operating Systems

Communication Skills

PC Support

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Exchange

Lawson Self-Service Portal

Invision

AS400

Document Imaging

Computer Associates ServiceDesk

Job description

Responsibilities

One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues were $11.6 billion in 2020. In 2021, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; in 2020, ranked #281 on the Fortune 500; and listed #330 in Forbes ranking of U.S.’ Largest Public Companies. Headquartered in King of Prussia, PA, UHS has 89,000 employees and through its subsidiaries operates 26 acute care hospitals, 334 behavioral health facilities, 39 outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located in 38 U.S. states, Washington, D.C., Puerto Rico and the United Kingdom.

The Help Desk Technician supports the implementation of UHS applications. Meets deadlines and ensures continued progress toward assignment completion. Shares experience with other members of team. Receives, evaluates, resolves and assigns or otherwise addresses Acute Care hospitals, BH facilities and corporate user requests for assistance regarding problems related to IS systems in accordance with department problem resolution and escalation protocols.

Key Responsibilities include:

• Researches and resolves Customer Support Center Tickets under the guidance of senior team members.
• Gathers all necessary information via on-line request form, telephone calls, facsimile, e-mail or in person.
• Escalates and communicates the problem to the appropriate IS staff.
• Documents the impact of the problem. Assigns a priority level and resolution target time.
• Adheres to UHS Service Level and Change Management Policies.
• Establishes and maintains regular communications with Acute Care and Corporate users regarding the description and disposition of user requests for assistance, requiring normal business courtesy and decorum, telephone etiquette, and the ability to ascertain the exact nature of the problem.
• May contact vendor personnel regarding issues and escalating problems related to their applications.
• Advanced knowledge of report generator applications, Email, Windows Operating systems and Microsoft applications such as Word, Excel and applications and systems used in the healthcare industry.
• Maintains Service Excellence principles.
• Prepares and submits status reports to supervisor as required.
• Keeps management well informed of activities, needs, problems.
• Performs other tasks as required by management.

Qualifications

Position Requirements:

• High school diploma or GED required.
• One or more years of Information Systems experience.
• Intermediate to advanced knowledge of support methods, practices and hardware.
• Advanced Windows operating system ability.
• Proven knowledge of problem resolution and escalation protocols.
• Must exhibit working knowledge of 1st and 2nd level PC support issues to effectively troubleshoot and assist end users or other technicians.
• General familiarity with a variety of enterprise level applications including clinical and financial systems (Exchange, Lawson Self-Service Portal, Invision, AS400, Document Imaging, Express Query, Computer Associates ServiceDesk or other ticket systems).
• Demonstrated written and verbal communication skills sufficient to inquire, ascertain and communicate the exact nature of the problem or request for assistance.

Available Shift:

Saturday-Wednesday, 7:00AM-4:00PM

This opportunity provides the following:

• Challenging and rewarding work environment
• Growth and development opportunities within UHS and its subsidiaries
• Competitive Compensation
• Excellent Medical, Dental, Vision and Prescription Drug Plan
• 401k plan with company match
• Generous Paid Time Off