Associate Service Management Specialist - Help Desk - FT - Days - DIO - Hybrid Eligible

Location:

Miramar, Florida

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

Summary:

This position is responsible for providing first level support to employees, vendors, patients, physicians and their office staff regarding basic application, hardware and service/network requests. This includes providing technical assistance to computer users and answering questions or resolving computer problems for clients in person or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, processing, electronic mail, and operating systems.

Responsibilities:

Uses company ticketing system to track ongoing issues.Engages with customers remotely in order to determine nature and scope of the customer's issue and take appropriate action.Documents, resolves and closes customer issues according to existing service level guidelines, policies, and procedures.Promptly escalates more complex technology issues to higher level technical support or management to ensure timely resolution.Provides end-user desktop training and minor hardware/peripheral repair as appropriate in order to assist with problem resolution.References problem management database and service desk systems to provide well-informed solutions on routine issues.Provides real-time support to employees, vendors, patients, physicians and their office staff, related to computer/hardware and systems, typically resolving less complex problems immediately.Enters support requests into ticketing system to ensure proper resolution, tracking, and follow-up.

Competencies:

ACCOUNTABILITY, CUSTOMER SERVICE, CUSTOMER SERVICE (2), EFFECTIVE COMMUNICATION, IT CUSTOMER SUPPORT, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR, TEAM WORK, TECHNICAL KNOWLEDGE

Education and Certification Requirements:

High School Diploma or Equivalent (Required)

Additional Job Information:

Complexity of Work: Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful, fast-paced environment and take appropriate action. Required Work Experience: Minimum one (1) year of IT experience required preferably in help desk, service desk, or call center setting. Other Information: Customer service-related experience preferred.

Working Conditions and Physical Requirements:

•  Bending and Stooping = 60%
•  Climbing = 60%
•  Keyboard Entry = 60%
•  Kneeling = 60%
•  Lifting/Carrying Patients 35 Pounds or Greater = 20%
•  Lifting or Carrying 0 - 25 lbs Non-Patient = 60%
•  Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 60%
•  Lifting or Carrying > 75 lbs Non-Patient = 20%
•  Pushing or Pulling 0 - 25 lbs Non-Patient = 60%
•  Pushing or Pulling 26 - 75 lbs Non-Patient = 60%
•  Pushing or Pulling > 75 lbs Non-Patient = 20%
•  Reaching = 60%
•  Repetitive Movement Foot/Leg = 20%
•  Repetitive Movement Hand/Arm = 20%
•  Running = 0%
•  Sitting = 60%
•  Squatting = 60%
•  Standing = 60%
•  Walking = 60%
•  Audible Speech = 60%
•  Hearing Acuity = 60%
•  Smelling Acuity = 0%
•  Taste Discrimination = 0%
•  Depth Perception = 60%
•  Distinguish Color = 60%
•  Seeing - Far = 40%
•  Seeing - Near = 60%
•  Bio hazardous Waste = 20%
•  Biological Hazards - Respiratory = 20%
•  Biological Hazards - Skin or Ingestion = 20%
•  Blood and/or Bodily Fluids = 20%
•  Communicable Diseases and/or Pathogens = 20%
•  Asbestos = 0%
•  Cytotoxic Chemicals = 0%
•  Dust = 60%
•  Gas/Vapors/Fumes = 20%
•  Hazardous Chemicals = 20%
•  Hazardous Medication = 0%
•  Latex = 0%
•  Computer Monitor = 60%
•  Domestic Animals = 0%
•  Extreme Heat/Cold = 0%
•  Fire Risk = 20%
•  Hazardous Noise = 20%
•  Heating Devices = 0%
•  Hypoxia = 0%
•  Laser/High Intensity Lights = 0%
•  Magnetic Fields = 0%
•  Moving Mechanical Parts = 40%
•  Needles/Sharp Objects = 40%
•  Potential Electric Shock = 40%
•  Potential for Physical Assault = 20%
•  Radiation = 20%
•  Sudden Decompression During Flights = 0%
•  Unprotected Heights = 0%
•  Wet or Slippery Surfaces = 40%

Shift:

Primarily for office worker