Help Desk Support - Intermediate, IS Enterprise Services, Days

Norton Healthcare; Whitner (KY); On-site; USD 42,000 - 56,000; Full time

Job summary

Norton Healthcare is seeking an Intermediate Help Desk Support in IS Enterprise Services for day shifts. You will provide Tier 2 support to internal users, handling general office applications, NHC applications, and EMR systems. You will document issues and respond via phone or email, escalating when needed.

Ideal candidates have at least 3 years in a call center, a relevant Associate degree, and HDI/A+ certifications or equivalent within 12 months. This is a full-time, on-site role.

Qualifications

• Three years in a call center environment.
• HDI Analyst certification or equivalent is required or obtained within 12 months of hire.
• A+ certification may be required or obtained within 12 months of hire.

Responsibilities

• Provide Tier 2 support to Norton Healthcare internal customers.
• Respond to customers by phone or email and document issues.
• Escalate complex issues and use server and application tools with elevated privileges.

Skills

Three years in a call center

Education

Associate Degree

Tools

HDI Certification

Job description

Help Desk Support - Intermediate, IS Enterprise Services, Days

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 escalated 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.

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 escalated 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