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Form of workJob Description
Must be located in Metro Indianapolis, IN Area - 3 days onsite, 2 days remote weekly
This position will be a Tier-2 helpdesk and will focus on technical issues related to using 2 designated systems; 7300 active users, 5000 providers and the helpdesk received approx 500 calls per week. This position will also assist the data entry of provider and user forms into database, system testing on release of new patches or on major enhancements.
Essential Duties/Responsibilities:
•Helpdesk support including password resets, user access, changes and updates to provider records.
•New user and provider account forms setup and users' support.
•Monitor helpdesk system for incoming requests and resolve or escalate accordingly.
•Provide IT Helpdesk Support and resolve problems to the end user satisfaction.
•Monitor IT helpdesk for tickets assigned, process, an escalate based on priority.
•Monitor and respond quickly and effectively to requests received through the IT helpdesk.
•Identifying problems, analyze, and guiding end users through corrective steps.
•Prioritize customer Service Requests (SR) submitted via telephone, voicemail, and e-mails.
•Document problems and conversations to create a log that can be referenced by other team members and for training purposes.
•Support other systems support activities like de-duplication process, system trainings, system testing upon new patches/major system enhancements.
•Provides data and functional analysis, including consulting with users to determine system issues and resolution.
•Documents, analyzes, and tests solution of the issue, based on and related to user or system design specifications.
•Other related duties as assigned
Requirements
This position will be a Tier-2 helpdesk and will focus on technical issues related to using 2 designated systems; 7300 active users, 5000 providers and the helpdesk received approx 500 calls per week. This position will also assist the data entry of provider and user forms into database, system testing on release of new patches or on major enhancements.
Essential Duties/Responsibilities:
•Helpdesk support including password resets, user access, changes and updates to provider records.
•New user and provider account forms setup and users' support.
•Monitor helpdesk system for incoming requests and resolve or escalate accordingly.
•Provide IT Helpdesk Support and resolve problems to the end user satisfaction.
•Monitor IT helpdesk for tickets assigned, process, an escalate based on priority.
•Monitor and respond quickly and effectively to requests received through the IT helpdesk.
•Identifying problems, analyze, and guiding end users through corrective steps.
•Prioritize customer Service Requests (SR) submitted via telephone, voicemail, and e-mails.
•Document problems and conversations to create a log that can be referenced by other team members and for training purposes.
•Support other systems support activities like de-duplication process, system trainings, system testing upon new patches/major system enhancements.
•Provides data and functional analysis, including consulting with users to determine system issues and resolution.
•Documents, analyzes, and tests solution of the issue, based on and related to user or system design specifications.
•Other related duties as assigned
Requirements
- Associates degree or equivalent
- Minimum 5 years Tier 2 IT helpdesk experience
- Minimum 5 years strong data entry experience
- Minimum 5 years experience identifying problems, analyzing and guiding end users through corrective steps
- Minimum 5 years experience with password resets, user access, changes and updates to provider records
- Minimum 5 years experience with documenting problems and conversations to create a log that can be referenced by other team members and for training purposes
- Strong communication, problem solving and customer relationship skills
- Proficiency in Microsoft Office applications with an emphasis on Excel and PowerPoint
- Strong customer service experience
- Previous healthcare industry experience (preferred)
