IS Customer Service Technician

Anne Arundel Medical Center
Annapolis, MD
Jul 17, 2017
Aug 07, 2017
Customer Service
Full Time
Job Description Provides level technical support for end users in a Windows XP environment responding to telephone calls emails and personnel requests Responsibilities include technically supporting the following MS Office Word Excel Outlook PowerPoint Windows NT XP PC hardware printers internet access remote access and third party applications including Meditech Must have excellent communications skills both written and oral an upbeat friendly attitude and personality and exceptional customer service skills as most end user issues will be resolved over the phone Must have excellent troubleshooting skills be able to triage a customer s issue getting to the root of the problem document issue in Remedy Help Desk application resolve or escalate to level support and follow up with customer to insure ticket closure and positive customer service experience Provides phone support to end users with an enthusiastic attitude to analyze troubleshoot and resolve issues to customer s satisfaction Enters and tracks all reported issues into Remedy Help Desk application keeps tickets updated and customers informed regarding ticket status and current activity according to SOPs and SLAs Ensures creation of Access request tickets and escalation to appropriate group s Monitors various systems for alarms and takes appropriate action when notified Provide written documentation and feedback to support internal knowledge base Assists users in identifying hardware software needs and advises of current options Learns and displays working knowledge of MAGIC operating system Works with level staff and outside vendors to ensure completion of software hardware and system issues Revises and maintains documentation of operating procedures as instructed by Manager Help Desk Advises users on proper PC internet and network procedures Required Excellent Communication Skills oral and written Excellent Customer Service Skills Excellent troubleshooting and problem solving skills Ability to manage multiple tasks Ability to work individually or as a member of a team Ability to work under pressure Minimum of one year experience in a help desk environment involving phone and email support working with the above mentioned hardware software components Medium work Exerting up to pounds of force occasionally and or up to pounds of force frequently and or up to pounds of force constantly to move objects

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