User Support Analyst

Dartmouth Health; Lebanon (NH); Hybrid; USD 31,000 - 49,000; Full time

Job summary

Dartmouth Health in Lebanon, NH is seeking a frontline technical support professional to provide end‑user support for software and hardware issues, both in person and over the phone. You will document, triage, and escalate tickets while aiming for first‑call resolution and customer satisfaction.

Ideal candidates have a high school diploma, basic troubleshooting knowledge, and a flexible schedule. This is a hybrid remote role with a pay range of $22.82–$35.38 per hour.

Qualifications

• High school diploma or equivalent required.
• Basic knowledge of troubleshooting methodologies.
• Flexible schedule required.

Responsibilities

• Provides frontline technical support in person, by telephone, via self-service tickets or other communication venues on moderately complex workflows and/or processes. Documents accurate assessment, analyzes, effectively troubleshoots and resolves or appropriately escalates issues.
• Monitors team work queues and takes ownership of tickets according to priority and daily assignments.
• Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
• Responsible for obtaining pertinent information for ticket creation and providing a customer friendly resolution.
• Provides assigned analysis functions in support of new or upgraded vendors, in-house systems and special projects.
• Maintain proficiency with tools necessary to the role, including current software platform for ticket and problem management.
• Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.
• Networks and collaborates with other IS teams.
• Presents information in small and medium group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties.
• Manages single-person or small group projects as assigned, using proscribed workflows from inception through completion, with minimum supervisor oversight.
• Provides precepting, training, and assistance to team members
• Performs other duties as required or assigned

Skills

Troubleshooting

Education

High School Diploma

Job description

Overview

A frontline technical support professional who provides effective and efficient end-user support, both over the phone and in person, for software and hardware issues. Receives, documents, and handles tickets. Responsible for providing information, attempting first call resolution, triaging and escalating tickets for complex issues appropriately. Able to work independently and as part of a team.

Responsibilities

1. Provides frontline technical support in person, by telephone, via self-service tickets or other communication venues on moderately complex workflows and/or processes. Documents accurate assessment, analyzes, effectively troubleshoots and resolves or appropriately escalates issues.
2. Monitors team work queues and takes ownership of tickets according to priority and daily assignments.
3. Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
4. Responsible for obtaining pertinent information for ticket creation and providing a customer friendly resolution.
5. Provides assigned analysis functions in support of new or upgraded vendors, in-house systems and special projects.
6. Maintain proficiency with tools necessary to the role, including current software platform for ticket and problem management.
7. Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.
8. Networks and collaborates with other IS teams.
9. Presents information in small and medium group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties.
10. Manages single-person or small group projects as assigned, using proscribed workflows from inception through completion, with minimum supervisor oversight.
11. Provides precepting, training, and assistance to team members
12. Performs other duties as required or assigned

Qualifications

• High school diploma or equivalent required
• Basic knowledge of troubleshooting methodologies
• Flexible schedule required

Required Licensure/Certifications

- None

• Remote: Hybrid Remote
• Area of Interest: Information Systems/Technology
• Pay Range: $22.82/Hr. - $35.38/Hr.
• FTE/Hours per pay period: 1.00 - 1.00 - 40 hrs/week
• Shift: Day
• Job ID: 43215

Dartmouth Health offers a total compensation package that includes a comprehensive selection of benefits. Our Core Benefits include medical, dental, vision and life insurance, short and long term disability, paid time off, and retirement plans. Click here for information on these benefits and more: Benefits | DHMC and Clinics Careers

Dartmouth Health is an Equal Opportunity and Aff ...

Dartmouth Health provides reasonable accommodations to qualified individuals with disabilities and to applicants and employees with sincerely held religious beliefs in accordance with applicable law. Applicants who require an accommodation during the application or interview process may contact [e-mail] for assistance.