Tech Support & Process Improvement Analyst II

Dartmouth Health; Lebanon (NH); Hybrid; USD 48,000 - 75,000; Full time

Job summary

Dartmouth Health is seeking a frontline technical support professional in Lebanon, NH to receive, document, and handle tickets across moderately complex workflows. You will provide information, restore services, escalate when needed, and contribute to knowledge articles and training.

The role offers hybrid remote work, a 40-hour week, day shift, and a comprehensive benefits package. Candidates should have a high school diploma and relevant IT experience.

Qualifications

• High school diploma or equivalent required.
• Intermediate troubleshooting knowledge required.
• Hybrid remote work and day shift mentioned.

Responsibilities

• Provide frontline technical support in person, by phone, or via tickets for moderately complex workflows.
• Monitor ticket queues and prioritize according to priority and assignments.
• Offer high-level customer service, restore services and escalate when needed.
• Gather information for ticket creation and provide customer-friendly solutions.
• Collaborate with IS teams and participate in process improvement initiatives.

Skills

Intermediate troubleshooting

Applications and devices

Customer service

Group presentations

Training & mentoring

Education

High school diploma or equivalent

Tools

ACD system

Job description

Dartmouth Health is seeking a frontline technical support professional in Lebanon, NH to receive, document, and handle tickets across moderately complex workflows. You will provide information, restore services, escalate when needed, and contribute to knowledge articles and training.

The role offers hybrid remote work, a 40-hour week, day shift, and a comprehensive benefits package. Candidates should have a high school diploma and relevant IT experience.