User Support Analyst II - Hybrid

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

Overview

A frontline technical support professional who receives, documents, and handles tickets. Responsible for providing information, restoring service, providing specific services and escalating tickets. May develop, document, and maintain applicable processes and be responsible for reporting on, and training others on best practices and processes. 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. Assists others with prioritization of tickets.
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. May perform a variety of report generation and data manipulation duties
7. Maintain proficiency with tools necessary to the role, including current software platform for ticket and problem management. May participate in updating knowledge articles to reflect current information and workflows.
8. Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.
9. Networks and collaborates with other IS teams.
10. Presents information in small and medium group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties.
11. Functions as a resource to operations, staff and customers in designing and implementing process improvement initiatives that will increase the efficiency and maximize the effectiveness of operations.
12. Manages single-person or small group projects as assigned, using proscribed workflows from inception through completion, with minimum supervisor oversight.
13. Provides precepting, training, and assistance to team members
14. May teach classes in desktop software, specialized applications and desktop use. Independently plans curriculum and training material. Participates in research and development of new training methodologies. Uses feedback to modify and improve training skills.
15. Performs other duties as required or assigned

Qualifications

• High school diploma or equivalent required
• Minimum 4 Expertise Units Required. Expertise Units defined:
• 1 per each year of desktop technician work experience
• .5 per year of relevant technical work experience
• .5 per year non IT Military experience
• Points for highest degree attained
• 2 per related Associates Degree, 1 for unrelated
• 4 per related Bachelor Degree, 2 for unrelated
• 6 per related Masters Degree, 3 for unrelated
• 1 per current beginner Certification
• 3 per current intermediate Certification
• 5 per current advanced Certification
• Intermediate knowledge of troubleshooting methodologies.
• Intermediate working knowledge of applications and devices.

• Remote: Hybrid Remote
• Area of Interest: Information Systems/Technology
• Pay Range: $23.39/Hr. - $36.26/Hr.
• FTE/Hours per pay period: 1.00 - 1.00 - 40 hrs/week
• Shift: Day
• Job ID: 41668

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 Affinitive Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy-related conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, veteran or military status, or any other status protected by applicable federal, state, or local law.

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.