Service Desk Agent - HIT

Montage Health; Monterey (CA); On-site; USD 45,000 - 60,000; Full time

Job summary

Montage Health in Monterey, CA seeks a Help Desk Technician to provide first-line technical support in person, by phone, or electronically. You will respond to requests, monitor O&M systems, and log incidents in the IT service management tool.

You will escalate to SMEs when needed, educate users, and help diagnose desktop, software, hardware, and network issues. The role requires strong customer service, multitasking, and the ability to work shifts.

Qualifications

• One year or more of customer service experience.
• Experience with Microsoft Office (Word, Excel, etc.).
• Experience with various operating systems.
• Ability to diagnose problems in a complex environment and provide effective solutions quickly.
• Strong verbal and written communication skills.
• Ability to multi-task and work under pressure.
• Self-motivated with initiative to act.

Responsibilities

• Respond to requests for technical assistance in person, by phone, or electronically.
• Provide first-tier IT support leveraging documented procedures to achieve first contact resolution.
• Log incidents through the IT service management system and manage workload.
• Escalate issues to SMEs when needed and ensure timely resolution.
• Educate customers on procedures to achieve complete solutions.
• Assist with desktop, software, hardware, accounts, printers, and devices.
• Follow up on cases to ensure resolution and provide updates.

Skills

Customer service

Microsoft Office

Operating Systems

Troubleshooting

Communication

Teamwork

Self-motivated

On-call availability

Education

Associates Degree in Computer Science or technical field

Tools

Ticketing system

Windows OS

Job description

Welcome to Montage Health’s application process!

Job Description:

Responds to requests for technical assistance in person, via phone, or electronically. Provides Operations & Maintenance (O&M) monitoring support, reports on issues and escalates to Subject Matter Experts (SMEs) appropriately. Serves as a SME for operational issues and is available for on‑call support, as needed. Logs incidents/requests through the Montage Health IT service management ticketing system and manages/prioritizes workload. Provides first tier technical support using documented procedures and available tools in order to achieve first contact resolution. Utilizes troubleshooting techniques and tools to resolve help desk issues and follows guidelines in issuing service calls / contacts. Escalates problems when unable to make proper determination. Advises and educates customers within procedural guidelines to ensure a complete solution to their technical or service questions. Identifies and provides input on unique or recurring customer problems. Responds to inquiries pertaining to desktop issues, application software and/or hardware, user account security, communications, system policy guidance, laptops, software, printers, document scanners, handheld devises, network service outages/disruptions and enterprise server outages/disruptions. Follows up on cases and requests to completion. Ability to perform appropriate diagnostics to initiate problem management workflow process. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Determines user requirements for PC hardware and software. Delivers consistently high levels of customer service. A limited degree of creativity and latitude is expected. Schedule flexibility is required.

Experience

A minimum of one (1) year of providing high volume of customer service. Experience with Microsoft Office Products (Word, Excel, Etc.). Experience with various Operating Systems. Ability to work with analysts, programmers, and hospital users to describe problems accurately and to receive and relay instructions on how to recover from software and system errors. Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly. Ability to multi‑task, make independent judgments in solving problems and work as a team member. Self‑motivated and ability to work on own initiative in a pressure environment. Must be a self‑starter and an initiator of action. Excellent verbal and written communication skills.

Education/ Licensure/Certifications

Associates Degree in Computer Science or in a technical field with heavy emphasis on operating systems and computer hardware. A combination of experience and educational background may be substituted for a degree.

Preferences

Bachelor’s degree in Computer Science. Familiarity with hospital application systems. Experience with installing and setting up Microsoft Windows Operating System.

Equal Opportunity Employer

#LI-DNI

Assigned Work Hours:

Full time, varied day shifts.

Position Type:

Regular

Pay Range (based on years of applicable experience):

$32.54

to

$43.53

The hours employees work determine when a shift differential is paid.

Hourly Evening Shift Differential: $2.37Hourly Night Shift Differential: $3.55