Job Description

**Customer Support Specialist II - IT - Health First, Service Desk, Full Time**

Location Rockledge, Brevard County, Florida, United States Category IT 058178 **Shift Times** 7:00 am - 3:30 pm POSITION SUMMARY:

To be fully engaged in providing Quality / No Harm, Customer Experience, and Stewardship by supporting the Information Services call center and end user technology that consistently exceeds our customers expectations and supports the corporate objectives of Health First, Inc. This position is a highly visible position to Health First employees and customers and serves as the front line of IT support for both the IT call center and servicing end user device needs. The position requires flexibility for working shifts at various times of the day with the possibility of additional on-call responsibilities.

As a Customer Support Specialist II, you would be serving, as a mentor for junior customer support specialist, would perform advanced duties in support of the business including advance troubleshooting. They would be responsible to review and advise junior agents on the policies and procedures followed in support of the business. They will be responsible for advanced working knowledge of the ticketing applications, business dynamics, troubleshooting techniques, and day to day operations in support of the business. They will also be required to perform additional duties as requested.

PRIMARY ACCOUNTABILITIES:

Quality/No Harm:

* Maintains a high level of compliance in assigned areas of responsibility, abides by established Health First Information Security policies and procedures.

* Follows the troubleshooting documentation for information systems support, equipment support, and applications documentation related to core systems.

* Escalates issues (incidents and problems) as needed to Team Lead or above.

* Creates Incident, Request, and Problem tickets per documentation provided by/for the team.

* Monitor open Incident, Request, and Problem tickets for potential escalations; expedite requests, and status updates from customers.

* Assigns tickets to support groups only after proper troubleshooting process have

* Proven ineffective and the ticket is fully documented with the troubleshooting steps performed to resolve the customers issue.

* Reviews quality of junior team members work and assists team as needed

* Performs advanced troubleshooting of IT issues and supported applications

Customer Experience:

* Provides customer support within the priority and case closure standards as agreed to in the departmental Service Level Agreement documentation. Participates as requested in customer service training programs

* Understands and adheres to the Priority system for assignment of Support Center cases.

* Applies fundamental customer support techniques.

Stewardship:

* Strive to resolve all callers issues at the point of call. If we are unable to resolve the issue, we will document the troubleshooting steps that we followed in the ticket prior to ticket assignment.

* The Support Center agent will attempt to bring the caller back to a working state when possible.

* Able to demonstrate cost savings strategies within our area of responsibilities.

* Mentor junior members of the team of policies and standard operating procedures followed by the IT service desk.

** Qualifications**

QUALIFICATIONS REQUIRED:

* High school diploma/GED required; Associate or Bachelors degree is desired

* 1 year minimum of customer support and technology experience combined

* Help Desk International, Service Center Analyst Certification within 90 days of hire

* CompTIA A+ certification within 90 days of hire

* Exceptional customer service skills

* Demonstrates excellent oral, written, and interpersonal communication skills

* Empathetic with customer needs and concerns

* Advanced knowledge of Microsoft Office applications

* Ability to convey system/application issues in a knowledgeable manner

* Working background in a health care environment is desired.

PHYSICAL DEMANDS:

* Should be able to lift-push or pull up to 50 lbs at least 2 times a day

* Should reach out for lift assist as necessary

* Should be able to work extended hours as required by the business

* Must be able to handle various physical activities such as kneeling or squatting to deploy PCs in the work areas

* Able to sit and answer phones for prolonged periods

MENTAL DEMANDS:

* Able to handle stressful and dynamic work situations while contributing to a team environment

* Exhibits analytical and problem solving abilities

COMPETENCY ASSESSMENT/SKILLS CHECKLIST:

* Microsoft Suite

* Outlook 365

* Various PC Remoting Software

* Email Etiquette

* Phone Etiquette

* Department Training Checklist provided and completion required within 90 days of hire

**Primary Location**

: United States-Florida - Brevard County-Rockledge

Job Tags

Similar Jobs