Sr Help Desk Support, Evenings

Norton Healthcare; Whitner (KY); On-site; USD 54,000 - 74,000; Full time

Job summary

Norton Healthcare in Whitner, KY seeks a Senior Help Desk Support to provide end-user support for PC, server applications, and hardware. The role interfaces with Information Services to restore service and address core problems.

Must have strong customer service skills, proficiency with MS Office and Windows, and experience in a helpdesk and client-server environment. Active Directory concepts and analytical problem-solving are essential.

Qualifications

• Three years of experience in a call center environment.
• HDI certification or eligible within 12 months of hire.
• ITIL credential or equivalent within 12 months of hire.

Responsibilities

• Assist end-users with PC, server applications, and hardware issues.
• Collaborate with Information Services to restore service and resolve core problems.
• Participate in projects and issue-related tasks.
• Maintain strong customer service and analytical problem solving.

Skills

Customer service

Analytical thinking

Windows OS

MS Office

Problem solving

Education

High School Diploma or GED

HDI Certification

ITIL Certification

Microsoft Certified Professional

MCSE

Three years call center experience

Tools

Active Directory

Job description

The Help Desk Support-Senior role provides support to end-users for PC, server applications, and hardware. May interact with other departments within Information Services to restore service and/or identify and correct core problems.. Supports production systems including enhancements and change control. Provides Level I, II, and III telephone support for the organization.. This individual will also work with end users on a continuous basis assisting on both project and issue related tasks. Proficiency in Current MS Office and Windows Platforms, Experience in Helpdesk environment as well as Client Server Environment. Have excellent customer service skills for both internal and external customers. Achieve issue resolution through strong analytical skills. Active Directory concepts and techniques. Ability to perform under time constraints and deadlines in a constantly changing/ fast paced environment.

Responsibilities

The Help Desk Support-Senior role provides support to end-users for PC, server applications, and hardware. May interact with other departments within Information Services to restore service and/or identify and correct core problems.. Supports production systems including enhancements and change control. Provides Level I, II, and III telephone support for the organization.. This individual will also work with end users on a continuous basis assisting on both project and issue related tasks. Proficiency in Current MS Office and Windows Platforms, Experience in Helpdesk environment as well as Client Server Environment. Have excellent customer service skills for both internal and external customers. Achieve issue resolution through strong analytical skills. Active Directory concepts and techniques. Ability to perform under time constraints and deadlines in a constantly changing/ fast paced environment.

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 Information Technology Infrastructure Library Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership.

Desired:

• High School Diploma or GED
• Microsoft Certified Professional OR Microsoft Certified Solutions Expert