Service Desk Customer Support Technician

Schedule:

• Thursday, Friday, Saturday, Sunday
• 8:00 p.m. to 6:30 a.m.

Job Summary

Under minimal supervision, provides technical advice, guidance and informal training to customers using hardware and software programs. With a general understanding of services provided and departmental functions, troubleshoots and restores service or gathers and documents information for next level support. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolution. Requests procedures (or changes to procedures) for problem prevention and control. Competent to work on most phases of computer support by following triage documentation but may require instruction and guidance by others. May be designated as shift "point person" for Network Operations Center.

Essential Functions

• Working with minimal supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of Digital Services (DS) contact for Corewell Health users who report hardware or software issues.
• Following the appropriate processes, policies, and procedures, creates concise, timely, and detailed written documentation of activities related to service requests, which include incidents, requests and change orders.
• Demonstrates excellence in customer service skills, including patience, empathy, good listening, and follow-through. Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues or provide mini training sessions for users. May collaborate with more experienced colleagues as a team to resolve technical issues and follow the documented processes for escalation, when needed. May also serve as the shift “point person,” taking more complex or difficult calls that are referred by less experienced technicians. Remains alert for emerging call patterns as an indicator of trends or systemic issues. Performs root cause analysis and creates checklists for typical problems.
• Assists in the documentation of best practices and triages when appropriate and works with various technical teams to create or to improve upon documentation and controls to prevent future problems. Also assist with the maintenance and support of both the knowledge and call tracking databases, ensuring that the latest information is available.
• Responsible for generating monthly reports on team performance in customer service and take ownership of the team’s metrics and outcomes.

Qualifications

Required

• High School Diploma or equivalent
• 2 years of relevant experience in the field

Preferred

• Associate's Degree /Technical school or equivalent
• 3 years of relevant experience in the field
• Experience in: clinical information systems and environments; one or more technical or application platform; network system management applications; routing and troubleshooting; TCP/IP, LANS, WANS and networking equipment; system management applications for networks, systems and applications; and Windows, Novel, UNIX and OS/390 operating systems

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

• Optional identity theft protection, home and auto insurance, pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - 4700 60th St - Grand Rapids

Department Name

Servicedesk - Level One

Employment Type

Full time

Shift

Night (United States of America)