Systems/Desktop Support, Tier 2
Healthcare Revenue Cycle Management
Systems/Desktop Support, Tier 2
The Systems/Desktop Support Services II position responds to and resolves customer technical inquiries and issues via e-mail, phone, chat or in-person. Assists customers with installation and advanced issue resolution. Utilizes a database of technical product information to inform decisions and recommendations. Recommends maintenance and configuration best practices that improve product usability, performance, and customer satisfaction. Records client interactions, including inquiries, complaints, comments, and actions taken. Responsible for completing technical projects from start to finish with minimal assistance from the IT Customer Service Manager or Supervisor. Duties involve responding to end users promptly and professionally, accurately documenting issues and resolutions, and collaborating with other technical groups to solve complex technical problems. Software and Systems administration support in collaboration and under the direction of the Systems Management team
This position reports to the IT Customer Service Manager.
Essential Job Functions include the following.
Works closely with leadership to ensure issue tracking and proper assignment of tasks.
Provides advanced Tier II support to associates and clients.
Basic to intermediate Software and Systems Administration
Provides On-Call support as necessary.
Knowledge & Experience:
2-4-year work experience in providing outstanding customer service through technical support of both software and hardware in a professional office environment.
Mobile device management.
Advanced knowledge and proficiency of Windows, Office 365, Exchange, Symantec, Adobe and SAAS applications.
Agile problem-solving abilities to respond to a dynamic work environment.
Ability to independently research and apply advanced troubleshooting techniques.
Advanced hardware and software troubleshooting skills.
Remote Support Tools, ITSM KB and ticketing systems
Networking background to include moderate troubleshooting abilities.
Understanding of networking principles Inc. TCP/IP, Firewalls, IPV4/6, DNS
Knowledge and proficiency in securing IT environments, Inc. VPN and MFA management
Detail oriented, with a high sense of urgency.
Bachelor's degree in Information Technology related field is preferred or equivalent years of experience.
A+ Hardware and Software or Network + certifications are preferred. Any additional technical certifications are a plus (MCP, MTA, MCSA, MOS)
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.
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.
The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. The incumbent for this position must also be able to lift, bend, spend time underneath a desk as part of moving and setting up desk top computers with weights up to an including 50 lbs.
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.
October 12, 2021