Monday-Friday 12:30p-9p EST w/ rotating 1 Saturday every 10-12 weeks

Job Summary

The National IT Service Desk Coordinator for Cisco Voice Support is responsible for providing telephone, email, remote and sometimes in person, support to end-users on a variety of software and technical related issues. Also expected to identify, research and resolve problems efficiently and timely. This position is largely focused on Cisco WebEx Contact Center and the Hosted Communications Systems, however, not limited to Cisco applications only. Troubleshooting issues requires triaging areas such as the physical and network layers up through the applications.

Essential Duties and Responsibilities

• Answer Service Desk phones and respond to emails while exhibiting the ability to communicate effectively using both verbal and written skills.
• Accurately log support requests in the ticketing system.
• Provide Level 1 support to all end-users.
• Diagnose and triage all assigned Service Desk cases – escalating there indicated or when necessary.
• Troubleshoot and resolve hardware related issues (i.e., desktop scanners, monitors, printers).
• Retrieve voicemails and enter information in the ticketing system.
• Monitor Service Desk queues in our ticketing system to ensure timely resolution.
• Maintain user settings, configurations and standardization through GPOs and Desktop Authority.
• Alert management to emerging trends.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education, and Experience

• Associate's degree or two (2) years of Service Desk experience
• Service Desk experience in a healthcare environment is preferred.
• Ability to troubleshoot using available tools and knowledge to arrive at a reasonable solution to problems.
• Aptitude to multi-task in a fast-paced environment.
• Knowledge of Windows OS, Microsoft Office and basic computer know-how.
• Superb customer service skills.
• Excellent verbal and written communication skills.

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
• Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
• Practices universal safety precautions.
• Promotes good public relations on the phone and in person.
• Adapts and is willing to learn new tasks, methods, and systems.
• Reports to work regularly as scheduled; consistently punctual with respect to working hours and lunch schedules, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
• Consistently adheres to the time management policies and procedures.
• Completes job responsibilities in a quality and timely manner.

Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Must be able to use a computer and other office machinery including copiers, scanners and computer software. Also, must be able to lift up to 40 pounds occasionally. The position requires the ability to travel (~30% of time), drive a vehicle, and utilize other forms of transportation.

Working Environment

Remote and office setting

Pay Range:
$23 - $25 / hour