Help Desk Support - Intermediate, IS Enterprise Services, Days

Norton Healthcare; Louisville (KY); Presencial; USD 42.000 - 65.000; Jornada completa

Descripción de la vacante

Norton Healthcare in Louisville, KY seeks a Help Desk Support-Intermediate to provide Tier 2 support for internal users, resolve end-user issues on standard office apps and NHC EMR, and respond by phone or email.

You will document calls, escalate when needed, and work under Enterprise Support Services leadership to meet service metrics.

Formación

• Three years of experience in a call center environment.
• HDI Support Center Analyst credential required within 12 months of hire.
• A+ (IT Certification) required within 12 months of hire.

Responsabilidades

• Provide Tier 2 support to Norton Healthcare internal customers via phone or email.
• Aim for first call resolution for general office applications, NHC custom/business applications, and EMR system issues.
• Document all calls and escalate issues when appropriate.
• Leverage standard tools and procedures and meet service metrics set by leadership.

Conocimientos

Call center experience

Educación

Associate Degree

HDI Support Center Analyst

A+ Certification

Microsoft Certified Professional

MCSE

Descripción del empleo

Responsibilities

The Help Desk Support-Intermediate role is responsible for providing Tier 2 support to the Norton Healthcare internal customer base. Seeks to provide first call resolution for general office application issues, NHC custom or business applications issues, security access requests, and provide first contact support for NHC EMR System. Required to respond to customers via phone or email and work to resolve issues leveraging standard tools and procedures. The position is expected to resolve end user issues, provide timely documentation for all calls, and escal issues when appropriate. Is an escalation point for more complex issues then the Tier 1 support and will leverage server and application administrative tools with escalated privileges to resolve user issues. This position is designed to work as directed by the department leadership and may receive direction from Senior Service Center Analysts when needed. Expected to consistently maintain or exceed service metrics set by the Enterprise Support Services leadership.

Qualifications

Required

• Three years in a call center environment


• Support Center Analyst (HDI) Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership. AND A+ (IT Certification) Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership

Desired

• Associate Degree


• Microsoft Certified Professional OR Microsoft Certified Solutions Expert