IS Customer Service Technician
Job Description: Provides level 1 technical support for end users in a Windows 2000/XP/2003 environment, responding to telephone calls, emails and personnel requests. Responsibilities include technically supporting the following: MS Office (Word, Excel, Outlook, PowerPoint), Windows NT/2000/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 2/3 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 2/3 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 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.