Service Desk Technician

Top-Tier Perks Just for You!

Base Salary Range: $21.92 - $31.25 USD hourly

Competitive compensation package includes:

• Annual Milestone Bonuses
• Outstanding benefits including medical, dental, sabbatical leave, CME, retirement, and malpractice insurance
• Retirement Plans – CHAS Health matches the employee’s contribution, up to 6% of gross wages
• Generous 6 weeks of paid time off to support work/life balance
• Student Loan Repayment Programs: National Health Service Corps (NHSC), Washington Student Achievement Council (WSAC), Public Service Loan Forgiveness (PSLF), and CHAS Health Loan Repayment Program
• Career growth opportunities and much more!

• above benefits dependent upon eligibility criteria

Purpose of Job:

Improve the overall health of the communities we serve by providing superior customer service and achieving the highest potential of user productivity by utilizing and supporting advanced technologies with high standards of efficiency, competence, and collaboration.

Essential Duties and Responsibilities:

• Serves as the initial department contact for customers who experience technical issues.
• Identifies, triages, and resolves a variety of technical problems.
• Professionally responds to telephone calls, e-mails, and personal requests for technical support.
• Tracks and monitors open problems to ensure a high standard of customer service is met.
• Escalates unresolved issues to the appropriate IT staff or vendor.
• Communicates system outages and their updates to users.
• May suggest, test, and implement workarounds or solutions to reported issues.
• Creates and maintains documentation on common issues and processes.
• Participates in a regular on-call rotation.
• Achieves productivity standards and goals while maintaining the highest level of customer service.
• Performs other duties assigned, including supporting the CHAS Health Mission and Core Values.

Qualifications:

Education/Experience: High school diploma or equivalent preferred. Associates degree or higher in a technical field is preferred. Certification in one of the following is recommended: A+, Network+, or Microsoft Certified Professional. Familiarity with ITIL principles is helpful. 1-2 years of experience providing customer service required. Experience working with computer hardware, software, and peripherals in a professional environment is required. Experience in a healthcare setting preferred.

Skills: Excellent customer service skills are required. Above average technical skills, problem solving skills, verbal and written communication skills are essential. Ability to work in a team environment, maintain a positive attitude, and a commitment to quality are required. Valid driver’s license and insurance required. Commitment to supporting a safe, respectful, equitable, and inclusive environment required.

Physical Demands: Sitting at a workstation over 2/3rds of the day. Required to read from text and computer screen over two-thirds of the day. Communicating occurs constantly throughout the day. Able to move around to different facilities as needed. Lifting could be as much as 35 lbs. infrequently throughout the day.

Behaviors

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group

Motivations

• Self-Starter: Inspired to perform without outside help