At Virtua Health, we exist for one reason – to better serve you. That means being here for you in all the moments that matter, striving each day to connect you to the care you need. Whether that's wellness and prevention, experienced specialists, life-changing care, or something in-between – we are your partner in health devoted to building a healthier community. 
 
If you live or work in South Jersey, exceptional care is all around. Our medical and surgical experts are among the best in the country. We assembled more than 14,000 colleagues, including over 2,850 skilled and compassionate doctors, physician assistants, and nurse practitioners equipped with the latest technologies, treatments, and techniques to provide exceptional care close to home. A Magnet-recognized health system ranked by U.S. News and World Report, we've received multiple awards for quality, safety, and outstanding work environment.

In addition to five hospitals, seven emergency departments, seven urgent care centers, and more than 280 other locations, we're committed to the well-being of the community. That means bringing life-changing resources and health services directly into our communities through our Eat Well food access program, telehealth, home health, rehabilitation, mobile screenings, paramedic programs, and convenient online scheduling. We're also affiliated with Penn Medicine for cancer and neurosciences, and the Children's Hospital of Philadelphia for pediatrics.

Location:

Lippincott - 301 Lippincott Drive

Employment Type:

Employee

Employment Classification:

Regular

Time Type:

Full time

Work Shift:

Night Shift - 12 Hr (United States of America)

Total Weekly Hours:

37.5

Additional Locations:

Job Information:

Schedule:

12-hours/day, 36 hours/week

Week 1: Wednesday, Thursday and Friday (8:00PM - 8:30AM)

Week 2: Thursday, Friday and Saturday (8:00PM - 8:30AM)

Summary:

Provides front line service for all IS customer incidents, requests and problems.  Analyzes all incidents, requests and problems, and either resolves immediately, or collaborates with other IS teams or vendors to escalate appropriately.  Provides high level of customer service and technical expertise. 

Position Responsibilities:

Responds quickly and with exceptional level of service to all incoming customers.  Carefully and adeptly analyzes each incident, request and problem.  When possible, provides immediate resolution, else uses preliminary analysis and critical thinking to escalate item appropriately.     

Elicits information necessary to resolve customer incident, request or problem.  Uses Service Now ITSM tool to document customer interaction and troubleshooting/resolution steps taken for each issue.   

Writes Knowledge Base articles for solutions as they are identified. 

Develops and maintains strong working relationships with other IS teams to facilitate collaboration on customer issues.   

Provides support to new team members.   

Assists with Problem Management tasks (communication, follow-up, etc.) during an active problem.  Adheres to IT Business practices and is available for 24/7 support as needed. 

Position Qualifications Required / Experience Required:

2 years of technical support experience plus two years of customer service experience.  Service Now preferred; Fundamental understanding of computer hardware and software principals and support. Strong customer service approach required as well as ability to effectively multi-task.  Excellent written and oral communication skills along with the ability to interact in a professional manner with all levels of staff and management.  

Required Education:

High School diploma 

Technical certificate or Associates degree in IT may be acceptable in lieu of technical experience 

Training / Certification / Licensure:

Service Now preferred  

Customer Service Training preferred