GENERAL SUMMARY:
Senior Service Desk Representatives are passionate about helping Health Alliance Plan be successful. They are responsible for providing world class quality technical support while maintaining an extraordinarily high level of customer service for the entire health system.
PRINCIPLE DUTIES & RESPONSIBILITIES:
- Support for configuration issues, troubleshooting assistance, software installations and account updates.
- Act as subject matter experts for semi-complex technical subject areas pertinent to the Service Desk and may participate in problem management activities.
- Assist with coaching and training within the Service Desk.
- Exercise discretion and maintain confidentiality in carrying out duties handling sensitive information.
- Support Health Alliance Plan and non-Health Alliance Plan devices at Health Alliance Plan locations, private practices, hybrid locations, home, or anywhere in the world. Support for these devices and technologies include but not limited to desktops and laptops, virtual machines, mobile phones, printers, wired and wireless networks, VPNs, and webcams.
- Provide support on a variety of software including Microsoft Windows operating systems and Microsoft applications, MacOS, iOS, Android OS, Epic EMR, PeopleSoft, ServiceNow, Citrix Applications, Active Directory, Webex, VPN technologies, Duo multi-factor authentication, and other departmental/business applications, along with using system log monitoring tools.
- Assist with safeguarding the security of the organization by following established procedures to prevent unauthorized access to system resources.
- Provide in-depth troubleshooting, research, diagnoses, resolution, and assist with resolving issues unable to be resolved by more junior Service Desk Representatives.
- Participate in the diagnosis and escalation of complex technical issues or requests.
- Work is performed via a hybrid work model (phone, email, IM and onsite support).
- Contribute to continuous improvement efforts by leading and participating in short and long-term projects. that support the ongoing efforts to streamline processes and enhance productivity of the Service Desk and other technical teams throughout the organization.
- Participate in testing new technologies and support processes prior to expansion to more junior Service Desk Representatives, and provide relevant feedback, coaching, and knowledgebase updates throughout.
EDUCATION/EXPERIENCE REQUIRED:
- High School Diploma or equivalent required.
- Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification. Associate degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology related), and Information Technology/Support industry certifications preferred.
- Three (3) or more years of successful experience in the area of Service Desk, Help Desk, or IT Support responsibilities, or 6 months+ previously demonstrated success in the Health Alliance Plan Service Desk Representative Role.
- At least one year of customer service experience included in the above technical experience or separately.
- Experience supporting the following:
- Citrix-based applications.
- Windows OS support.
- Remote Access VPN support.
- Remotely troubleshooting of hardware issues such as printers, mobile devices, laptops, etc.
- Multi-factor authentication tools, such as Microsoft MFA and Duo.
- SharePoint Microsoft Office applications, such as Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, etc.
- Using knowledgebases and other knowledge repository systems.
- Seven (7) years or more experience working in a 24/7/365 help desk, service desk, or IT support environment, using phone, email, remote assist, and chat to provide direct end-user support preferred.
- Direct system admin support experience preferred.
- Experienced coaching and/or providing training preferred.
- Experience with Microsoft SCCM and other systems management products preferred. Experience with enterprise monitoring tools preferred.
- ServiceNow ITSM tool usage preferred.
- Apple/Mac product support and/or usage preferred.
- Experience creating/updating knowledge articles or other support documentation preferred.