What are the responsibilities and job description for the AIT Cust Suppor Desk Analyst I position at AtlantiCare?
Job Description
ATLANTICARE _____________________________________________ROLE DESCRIPTION POSITION SUMMARY The Customer Support Desk Analyst I, role is to ensure proper computer/application operation so that end users can accomplish appropriate tasks. This includes receiving, prioritizing, documenting, trending and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require remote access to the desktop. This position will also be responsible for maintaining the functionality of the . This will include initiating, monitoring and documenting scheduled jobs, tasks and assignments. EDUCATION: High school diploma or GED required. LICENSE/CERTIFICATION: A Certification preferred. EXPERIENCE: Knowledge of basic computer hardware, including applications required. Experience with desktop and server operating systems, including XP, AIX/UNIX preferred. Some knowledge of network required to help customers determine if they are connected. Working knowledge of a range of diagnostic utilities, including Go-to-assist preferred. Good understanding of the organization’s goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Capable of taking a call from a difficult customer and turning the situation around. Strong documentation skills. Ability to absorb and retain information quickly. Ability to present solutions and ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Ability to work with 3rd party vendors when needed to open up manufacturer issue tickets, while maintaining tracking of initial call. PERFORMANCE EXPECTATIONS Field incoming help requests from end users via telephone, voice mail, web and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from customers. Prioritize and schedule problem for resolution. Escalate problems (when required) to the appropriately experienced technician or support staff as needed. Record, track, and document the customer support problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Troubleshoot anti-virus software and error messages. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Develop help sheets and frequently asked questions lists for end users. Order and maintain inventory of supplies. Install, relocate and uninstall hardware and associated cabling. Maintain Standard Operating Procedures. Maintain secure access to the . Knowledge of Healthcare environments and the roles of staff and how they use computers a plus. Ability to multitask while maintaining great customer service Adheres to AtlantiCare and InfoShare Policies and Procedures. Understands and practices the AtlantiCare Values and Customer Service Standards. Performs other duties as assigned. WORK ENVIRONMENT Potential for exposure to the hazards and risk of the hospital environment on an occasional basis, including exposure to infectious disease, hazardous substances, and potential injury. Works with such equipment as computer terminal, fax machine, copier, and telephone. This position requires repetitive motion, fingering, hearing, pushing, reaching, reading, calculating, seeing, speaking, standing, and walking a majority of the time. May have prolonged periods of sitting. Ability to work various shifts. REPORTING RELATIONSHIP This position reports to the InfoShare Operations Manager. Essential functions for this position are identified by an asterisk *. The above statement reflect the general details considered necessary to describe the principle functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position. Benefit Offerings AtlantiCare offers eligible Full-time and Part-time team members the ability to participate in Medical, Dental, Vision, 401(k)/403(b), Life Insurance, Disability and other supplemental benefit programs.
About Us
Total Rewards at AtlantiCare
Benefits
At AtlantiCare, we believe in supporting the whole person. Our market-competitive Total Rewards package is designed to promote the physical, emotional, social, and financial well-being of our team members. We offer a comprehensive suite of benefits and resources, including:
Generous Paid Time Off (PTO)
Medical, Prescription Drug, Dental & Vision Insurance
Retirement Plans with employer contributions
Short-Term & Long-Term Disability Coverage
Life & Accidental Death & Dismemberment Insurance
Tuition Reimbursement to support your educational goals
Flexible Spending Accounts (FSAs) for healthcare and dependent care
Wellness Programs to help you thrive
Voluntary Benefits, including Pet Insurance and more
Benefits offerings may vary based on position and are subject to eligibility requirements.
Join a team that values your well-being and invests in your future.
Pay Transparency
In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law" in impacted states, which mandate employers to list salary ranges in job advertisements and promotions.
AtlantiCare is an Equal Opportunity Employer
ATLANTICARE _____________________________________________ROLE DESCRIPTION POSITION SUMMARY The Customer Support Desk Analyst I, role is to ensure proper computer/application operation so that end users can accomplish appropriate tasks. This includes receiving, prioritizing, documenting, trending and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require remote access to the desktop. This position will also be responsible for maintaining the functionality of the . This will include initiating, monitoring and documenting scheduled jobs, tasks and assignments. EDUCATION: High school diploma or GED required. LICENSE/CERTIFICATION: A Certification preferred. EXPERIENCE: Knowledge of basic computer hardware, including applications required. Experience with desktop and server operating systems, including XP, AIX/UNIX preferred. Some knowledge of network required to help customers determine if they are connected. Working knowledge of a range of diagnostic utilities, including Go-to-assist preferred. Good understanding of the organization’s goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Capable of taking a call from a difficult customer and turning the situation around. Strong documentation skills. Ability to absorb and retain information quickly. Ability to present solutions and ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Ability to work with 3rd party vendors when needed to open up manufacturer issue tickets, while maintaining tracking of initial call. PERFORMANCE EXPECTATIONS Field incoming help requests from end users via telephone, voice mail, web and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from customers. Prioritize and schedule problem for resolution. Escalate problems (when required) to the appropriately experienced technician or support staff as needed. Record, track, and document the customer support problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Troubleshoot anti-virus software and error messages. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Develop help sheets and frequently asked questions lists for end users. Order and maintain inventory of supplies. Install, relocate and uninstall hardware and associated cabling. Maintain Standard Operating Procedures. Maintain secure access to the . Knowledge of Healthcare environments and the roles of staff and how they use computers a plus. Ability to multitask while maintaining great customer service Adheres to AtlantiCare and InfoShare Policies and Procedures. Understands and practices the AtlantiCare Values and Customer Service Standards. Performs other duties as assigned. WORK ENVIRONMENT Potential for exposure to the hazards and risk of the hospital environment on an occasional basis, including exposure to infectious disease, hazardous substances, and potential injury. Works with such equipment as computer terminal, fax machine, copier, and telephone. This position requires repetitive motion, fingering, hearing, pushing, reaching, reading, calculating, seeing, speaking, standing, and walking a majority of the time. May have prolonged periods of sitting. Ability to work various shifts. REPORTING RELATIONSHIP This position reports to the InfoShare Operations Manager. Essential functions for this position are identified by an asterisk *. The above statement reflect the general details considered necessary to describe the principle functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position. Benefit Offerings AtlantiCare offers eligible Full-time and Part-time team members the ability to participate in Medical, Dental, Vision, 401(k)/403(b), Life Insurance, Disability and other supplemental benefit programs.
About Us
Total Rewards at AtlantiCare
Benefits
At AtlantiCare, we believe in supporting the whole person. Our market-competitive Total Rewards package is designed to promote the physical, emotional, social, and financial well-being of our team members. We offer a comprehensive suite of benefits and resources, including:
Generous Paid Time Off (PTO)
Medical, Prescription Drug, Dental & Vision Insurance
Retirement Plans with employer contributions
Short-Term & Long-Term Disability Coverage
Life & Accidental Death & Dismemberment Insurance
Tuition Reimbursement to support your educational goals
Flexible Spending Accounts (FSAs) for healthcare and dependent care
Wellness Programs to help you thrive
Voluntary Benefits, including Pet Insurance and more
Benefits offerings may vary based on position and are subject to eligibility requirements.
Join a team that values your well-being and invests in your future.
Pay Transparency
In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law" in impacted states, which mandate employers to list salary ranges in job advertisements and promotions.
AtlantiCare is an Equal Opportunity Employer