Job Listing:

IT Customer Service Representative (Help Desk Technician)

Signature Performance

Signature Performance

Health Care

Job title:
IT Customer Service Representative (Help Desk Technician)

Job level:

Job description:
Job Description
This is an exciting time for Signature Performance, as we continue to aim to be the foremost healthcare administrative services company in the industry. This growth includes expanding upon a robust technology platform and automated processes while attracting the industry\\\'s best technical talent. We desire to inspire possibilities in healthcare administration, and potential in our talented staff while embodying our Core Values of Passion, Integrity, Courage and Respect every day.

If you are interested in joining a growing technology team, focused on Healthcare administrative processes, at a company committed to delivering the highest performance to our clients, partners, allies, and colleagues, learn more about us:

The IT Customer Service Representative will answer incoming calls or emails in a timely manner coming into the varying Support IT Customer Support Queues with the primary goals of documentation, first call resolution, and customer satisfaction.


This position reports to the IT Customer Service Manager.

Essential Job Functions include the following. Other duties may be assigned.

Conduct every transaction with a customer focused, courteous, approach that will ensure first call resolution and achieve a satisfaction score of 90% or higher.
Document call activity into the Service Desk ticketing system.
Maintains access for all client systems, as assigned.
Work with other Support Center analysts and Senior Technicians to understand workstation and server support needs.
Provide hands-on and remote-controlled workstation support services.
Participate in software deployments, client workstation triage or basic management of remote network printer support.
Provide appropriate training frameworks, programs and end user support procedures or documented technical solutions to users that call in.
Handle basic active directory administration requests such as password resets or new hire account creations.

Knowledge & Experience:

Must have a minimum of 1 year in a customer service type role.
Proficient in Windows 10 with practical application and use of Office 365 products, Symantec Antivirus Suite, and Adobe Products
Must have excellent verbal and written technical communications skills.
Ability to quickly learn new technologies, work collaboratively with other technical groups.
Assist in identifying problems occurring in a product and able to quickly escalate for a resolution.
Experience with Active Directory, Databases, VPN connections or troubleshooting network connectivity issues a plus.

General Areas of Accountability:

Must conduct business and personal affairs in a manner that is always a credit to the company. Must maintain a good credit rating while employed with the company.

Security Requirements:

NACi or higher-level security clearance to support government (DoD, VA, etc.) assignments may be required.

Machines and Equipment:

The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copier and fax machines.

Physical Activity:

The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. The position is sedentary in nature with minimal lifting requirements.

Working Conditions:

The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required.

Remote Eligibility: This position is Ad Hoc remote eligible. Eligibility is determined by Management or Human Resources.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Positions available:

Posted on:
September 17, 2021