Posted in Other 30+ days ago.
Type: Full Time
OVERVIEW
Envision Healthcare is a family of healthcare companies focused on delivering high quality care to patients in their homes, in the hospital and in between. Envision Healthcare s priority is caring for patients. Whether in a hospital or outpatient setting, our 25,000 physicians and advanced practitioners are focused on delivering high-quality, patient-focused care. They care for millions of patients yearly, from the common cold to a life-threatening emergency, and give selflessly of themselves every day to provide care and comfort to those in need. Our organization serves more than 780 healthcare facilities in 48 states and the District of Columbia
If you are looking for a stable, fast-paced, growing company in the healthcare industry that is committed to innovation, excellence, and integrity, then this may be a great next step in the advancement of your career.
We currently have an exciting opportunity available for an experienced Service Desk Technician II.
RESPONSIBILITIES
The Service Desk Technician II is responsible for troubleshooting, configuring, and installing computer and network equipment while providing technical 1st tier customer support to all Envision Healthcare employees with the objective of resolving most incidents at first call. The ideal candidate is a strong customer service focused individual, who is detailed oriented and a proven self-starter. The individual is technically minded, who wants to continue learning and growing in the IT field and has the ability to quickly understand the problems in a variety of situations and can provide solutions independently.
Essential Duties and Responsibilities:
* Supports end-users via phone, remote support tools
* Provide high level of customer service
* Supports Microsoft Office application issues
* Supports Windows 10
* Supports wireless connectivity for approved hardware and mobile devices
* Installs approved applications in a timely manner
* Escalates issues and effectively communicate to appropriate personnel for resolution
* Documents all work related to customer incidents through standard ticketing system
* Writes and edits Service Desk knowledge base articles of known issue resolutions and technical information
* Other duties as assigned
QUALIFICATIONS
* Associate Degree and/or related certification and 2-4 years of related experience in a Service Desk / Desktop Support environment
* Must have excellent customer service skills and strong verbal / written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals
* Must have the ability to prioritize tasks and effectively complete assignments within an estimated time frame.
* Should have a general understanding of ITIL methodologies
* Good verbal and written communication skills
* Skilled in issue identification, troubleshooting and resolution
* Must have experience in a first call resolution focused environment
* Must effectively manage time to make certain customer incidents are properly responded to in a timely manner
* Must have working knowledge of Microsoft Windows operating systems (10), Microsoft Office (2016 and O365) and the ability to troubleshoot related issues accordingly
* Must have working knowledge of imaging, setup, repair and configuration of Dell, Apple, Microsoft related hardware
* Must have experience with Active Directory administration
* Experience with Citrix administration and end-user support
* Basic knowledge of networking technologies (LAN/WAN and wireless)
* Working knowledge in the configuration and troubleshooting of network printers, scanners and other peripherals.
* Understands the maintenance and upgrade of computer hardware and software systems
* Desktop hardware / software installation, configuration and troubleshooting
Preferred:
* CompTIA Certifications and/or Microsoft Certifications Experience with Remote Control Tools to support clients remotely if preferred
* Other IT related certificates or customer service training is a plus
* Knowledge of Active Directory and network account integration with desktop systems
* Excellent written and verbal communication and customer service skills with proven ability to work in a fast-paced environment
* 2+ years supporting and maintaining Windows related technologies
* 2+ years experience in service desk operations
* 2+ years experience supporting mobile devices (iPhone, iPad, and/or Android)
* Ability to collaborate actively with others in a cross-functional team
* Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
* Experience documenting troubleshooting steps and creating knowledge base articles.
If you are ready to join an exciting, progressive company and have a strong work ethic, Join our team of experts! We offer a highly competitive salary and a comprehensive benefits package.
Envision Healthcare uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
Envision Healthcare is an Equal Opportunity Employer.
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