Service Desk Technician

Bayhealth; Dover (DE); On-site; USD 31,000 - 46,000; Full time

Benefits offered by this job

On-Site Health, Dental, Vision

Paid Time Off & Holidays

Matching 401(k)/403(b)

Educational Reimbursement

Flexible Spending Accounts

On Site Child Care

Voluntary Benefits

Job summary

Bayhealth Medical Center Kent Campus seeks a Service Desk Technician to be the first point of contact for the user community. You will resolve simple issues and escalate complex ones to specialists, while maintaining records of correspondence and actions taken.

Under supervision, you will enter and prioritize incidents, change requests, and work orders in the ticketing system, escalate when needed, and provide courteous, timely support to clients and coworkers.

Qualifications

• Requires High School Diploma or GED and some college coursework in technology.
• Preferred: prior customer service and/or computer troubleshooting experience.

Responsibilities

• Answer the Service Desk phone to create a complete service request record.
• Enter, categorize and prioritize incidents, change requests, work orders and problems into the ticketing system.
• Escalate tickets to appropriate technology teams when unresolved.
• Provide courteous, timely, and professional service to clients and co-workers; follow up on unresolved problems.
• Assist with password resets on Bayhealth systems and applications.
• All other duties as assigned within scope and range of responsibilities.

Skills

Customer service

Communication

Telephone handling

Problem solving

Education

High School Diploma or GED

College coursework in technology

Pursuing degree in technology

Job description

If you care about the opportunity to grow, to make a difference, to build a future and a life, then we just might have the career for you. Care to talk?

Bayhealth Medical Center is Central and Southern Delaware’s healthcare leader with hospitals in Dover and Milford, a s well as stand -alone Emergency Department in Smyrna and a hybrid E mergency Department and Urgent Care in Milton . We offer various practice settings throughout Kent and Sussex Counties. Bayhealth Medical Center Kent Campus is 90 minutes from Philadelphia, Washington, DC and Baltimore . Our Sussex Campus is 30 minutes to the Delaware beaches and relaxation in the sand!

Bayhealth Medical Center offers a competitive salary and comprehensive benefits package (for eligible positions) including:

• Generous Paid Time Off and Paid Holidays
• Matching 401(k)/403(b) Plans
• Excellent Health, Dental, and Vision
• Disability and Life Insurance options
• On Site Child Care
• Educational Reimbursement
• Health Care and Dependent Care Flex Spending Accounts
• Plus, an array of Voluntary Benefits to include Critical Care Coverage and more!

Location: Kent Campus Hospital

Status:

Relief 0 Hours

Shift:

As Needed

SALARY RANGE:

22.21 - 33.31 HOURLY

General Summary:

Under direct supervision, acts as a first point of contact for user community. The Service Desk Technician is able to resolve less complex problems, while more complex problems are assigned to Service Desk Analysts. Route requests for assistance on to appropriate group if unable to resolve. Maintains records of correspondence received and actions taken.

Responsibilities:

• 1. Answer the Service Desk phone to take information from callers to create an adequate and complete service request record.
• 2. Enters, categorizes and prioritizes incoming Incidents, Change Requests, Work Orders and Problems into ticketing system for ticket generation.
• 3. Escalates tickets which cannot be resolved to the appropriate technology teams.
• 4. Demonstrates excellent customer service and interpersonal skills by utilizing a courteous, timely and professional approach in dealing with clients and co-workers.
  • Follows up with clients on unresolved problems
  • Practices reflective listening skills
  • Presents ideas and instructions clearly.
• 5. Assists with password resets on Bayhealth systems and applications.
• 6. All other duties as assigned within the scope and range of job responsibilities.

Required Education, Credential(s) and Experience:

• Education: High School Diploma or GED ; One year of college course work completed. Currently enrolled in a college or university and working towards a degree in technology
• Credential(s): ;
• Experience:

  Required:Any combination of educational experience and/ or work experience which required the use of a phone and a computer.

  Preferred: Prior customer service experience and/or prior computer troubleshooting experience.

Preferred Education, Credential(s) and Experience:

• Education:
• Credential(s):
• Experience:

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