IT Service Desk Level I Technician

US-CA-Irvine
Req No.
2017-2137
Category
Information Technology
Type
Regular Full-Time

Overview

Concerto Health delivers comprehensive care to Medicare, Medicaid, and complex-needs patients. For over a decade, we have provided extraordinary outcomes for thousands of people in these underserved groups.

The Concerto name reflects our unique approach to healthcare. It’s about how we work in concert with patients, providers, and health plans. It’s about the harmony of a patient’s care, health, and dignity.

 

Summary:

The IT Service Desk Level 1 Technician is the central point of communication for all users and provides an interface for all other service operations processes and activities. Individual will answer all incoming support requests to the Service Desk in a professional, confident and timely manner. Technician will aim to restore normal service of systems as quickly as possible by minimizing the impact to the business operations; initiating L1 troubleshooting and escalate to Level 2 if troubleshooting was unsuccessful.

Responsibilities

The roles and responsibilities of this position include, but are not limited to, the following:

  • Must understand and record the relevant aspects of any issues in the ticketing system.
  • Must be familiar with the industry concepts, practices, and procedures.
  • Must understand the organization’s products and services.
  • Ensure compliance with policies and procedures as outlined.
  • Responsible for Level 1 support service requests.
  • Monitor all incoming tickets to ServiceNow (Classify, Prioritize, L1 Troubleshoot, Assign or Escalate).
  • Field incoming service desk requests in a prompt and courteous manner documenting all pertinent end user information while building a positive rapport and eliciting problem details from customers.
  • Record and monitor user request using company approved systems, tools and procedures.
  • Retrieve messages Voicemail, Email, or Web and either return calls or distribute the messages, as appropriate.
  • Follow up on unassigned work orders submitted after hours and assign accordingly or troubleshoot.
  • Maintain complete and accurate tracking of assigned tickets.
  • Follow all support services documentation and end-user instruction support manuals; recommend changes to manager as applicable.
  • Take ownership of service request by updating customer regularly on the status of their open work orders as per their preferred method of contact-telephone or email and see these through to resolution.
  • Resolve, or assist in the resolution of customer issues through effective questioning, negotiation and conflict management, and using the correct policies and procedures. Ensure a high level of Customer Service and satisfaction is achieved through the process, end to end.
  • Follow the escalation path when no new updates or resolution has been provided, based on the agreed SLA’s.
  • Escalation to vendors under existing support contract, record & document vendor SLAs.
  • New account creation and terminations (Active Directory).
  • Remote troubleshooting of standard hardware and software issues.
  • Accesses software updates, drivers, knowledge bases, and other resources to aid in troubleshooting, problem resolution and post-resolution quality check.
  • Participate in asset tracking, inventory management, and process improvement activities.
  • Effectively communicate with employees at all levels within the organization.
  • Achieve satisfactory customer ratings via customer surveys and feedback line.
  • Create, or assist in the creation of articles for the Knowledge Base Repository.
  • Serve as a backup for the Level 2 technician.
  • Perform any other work-related duties as assigned.

 

Qualifications

Required Qualifications:

  • Requires a high school diploma or equivalent.
  • At minimum 2 years of experience in the field or in a related area.
  • Advanced level of proficiency with MS Outlook, Project, Visio, Excel, PowerPoint and SharePoint.
  • Strong written and verbal communication.
  • Demonstrate ability to communicate ideas clearly and concisely.
  • Excellent time management, organizational, prioritization skills and ability to balance multiple priorities.
  • Ability to conduct research on equipment issues and products as required.
  • Excellent communication and interpersonal skills, as well as relationship-building skills.
  • Ability to read and understand technical manuals and procedural documentation.
  • Analytical and problem-solving abilities, with keen attention to detail.
  • Self-motivated, with the ability to prioritize and execute tasks in a high-pressure environment.
  • Good technical knowledge of PC and desktop hardware and PC internal components preferred.
  • Ability to operate tools, components and peripheral accessories.
  • Understanding of the company’s goals, objectives and values.
  • Experience working in a team-oriented, collaborative environment.

Preferred Qualifications:

    • Experience working with and managing Apple products.
    • Knowledge of eClinicalWorks or other EMR applications.
  • Experience working in Healthcare Settings/with Providers/Clinicians.

 

 

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