This position requires the candidate to be 45-minutes within a Bon Secours Mercy Health facility throughout the US.

Job Summary:

Provides front line support to end users on a variety of issues with a strong commitment to customer focus. Identifies, researches, and resolves technical problems including the ability to document in detail all reported issues to resolution. Responds to telephone calls, email and electronic requests for technical support. Tracks and monitors the problem to insure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Analyze and solve problems across a broad range of applications in a multi-site enterprise. Works under general supervision. Primary job functions require exercising of independent good judgment and initiative. Typically reports to a lead or manager.

Responsibilities:

• Provides Level I Support Desk coverage.
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Uses established procedures and experience to determine the nature of the problem and provide solution to customer satisfaction in a timely and accurate manner adhering to established SLA’s
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor, Analyst or technical staff.
• Interact with internal I/S support personnel in troubleshooting and solving problems and issues in a timely and accurate manner
• Interview user to collect information about problem and lead user through diagnostic procedures to determine source of error.
• Determine whether problem is caused by hardware such as modem, printer, cables, or telephone.
• Document the problem via the Service Now application, in detail, with problem resolution or when appropriate, escalating the problem to the team Lead.
• Provide status feedback and/or appropriate forms to customer as required.
• Provides training on IT activities to internal and external customers and documents all procedures and policies as requested by management.
• Maintain professional demeanor and telephone etiquette in dealing with internal and external customers.
• Maintain a positive attitude in a service-oriented environment.
• Perform Customer Support Operator functions as requested by management.
• Be flexible in meeting staffing requirements of a 24 by 7 operation in a hospital environment.
• Utilize the Kronos application appropriately for documenting time and attendance.
• Proficient with Microsoft Office Suite, email, intranet, internet and other systems

Minimum Qualifications

• Undergraduate Degree in Computer Scienceand/ or 1 Year of related work experience (required)

• 1-3 Years IT Related field
• Requires advanced reading, writing and oral communication skills
• Strong background with personal computers and related applications, P.C. architecture, network topology, database principles, logical problem analysis skills
• Related peripheral knowledge acquired through Technical training and/or professional Helpdesk or call center experience.
• Requires analytical and critical thinking ability to diagnose hardware and software problems and determine resolutions using standard methods and procedures.
• Demonstrated project and time management skills and an ability to work effectively over the phone and in a team environment.
• Comprehend and follow written and oral instructions.
• General Knowledge of Hospital based applications and systems.

• Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com