Summary

Investigates and resolves software and hardware problems of TridentUSA Healthcare computer users by performing the following duties.

Essential Duties and Responsibilities

                -Performs standard Service Desk functions and maintains a high level of customer satisfaction.

                -Performs initial troubleshooting of support requests, including investigation and resolution

                of basic software and hardware issues of computer users.

                -Handles the complete call life cycle, including problem recognition, research, isolation, resolution

                and follow-up for routine user issues, escalating more complex problems if appropriate.

                -Provides on call support as part of a rotation with several other support analysts.

                -Performs administrative functions as necessary.  This includes, but is not limited to, automated

                report processing, organizing and maintaining Service Desk file systems, and updating user

                training manuals.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

                -Must possess excellent communication and analytical skills.

                -Must be able to organize priorities and focus on the task at hand.

                -Must be able to work independently on issues as well as with others in a team environment.

              -Must possess excellent time management skills and should be able to set priorities when handling 

               multiple cases.

Education and/or Experience

Bachelor's degree (B. A.) from four-year College or university is preferred; or degree from a technical school; or two to four years of customer service or help/service desk experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, knowledge base articles and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of Active Directory, Remote Desktop Service and remote user support, Microsoft Operating Systems, Microsoft Office/365, Active Directory, Windows 7/10, Internet Explorer, Google Chrome as well as a familiarity with business technology peripherals such as copiers, printers, scanners, iPhone, Android, etc.

Other

Must be able to complete other duties as assigned by Manager/Supervisor

Must have reliable transportation

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.