JOB DESCRIPTION: Under general supervision, provides customer support for IT related issues reported via the phone, email, voicemail and customer submitted incidents. Communicate courteously and effectively to ensure customer and service level standards are successfully met. Anticipates and proactively responds to customer needs, making sure reported issues are documented in detail and resolved or properly assigned. Has thorough knowledge of Incident Management System, accurately and thoroughly documents issues and resolutions. Uses predefined processes, tools, knowledge entries and templates to resolve customer issues at initial contact. Monitors assigned tickets in queue daily, follows-up with customer, clarifies incident details, enters troubleshooting steps and progress documentation, and reassigns and/or resolves as appropriate. Recommends ideas for new Incident templates to expedite incident detail and assignments. Follows established procedures to comply with HIPPA guidelines for PHI data. Actively participates in Knowledge Centered Support process to ensure that customers receive complete, concise and standard information and resolutions. Contributes to the creation, modification and publishing of new Knowledge entries. Has in-depth knowledge of the services provided and ensures a positive and satisfactory customer experience. Demonstrates a commitment to customer satisfaction by following up on high priority incidents, ensuring that the issues are being properly addressed. Functions as a Customer Advocate by following up on status requests with Resolver Groups and providing follow-up directly to the Customer. Proactively reviews open incidents to ensure that the customer¿s issues are resolved in a timely manner. Functions as Liaison between the Information Services department and the customer. Provides face to face support and resolution for minor computer-related problems, first level WOW Cart support, communication, documentation and customer training.
MINIMUM QUALIFICATIONS: Associate's degrees in computer science and one year experience in a direct user support help desk environment including the use of Microsoft Office Suite, OR two years experience in computer support operations without a degree. Support Center Analyst certification must be obtained within 18 months of employment. A+ Certification Preferred or IS related Certification.