Byram Healthcare Analyst II, Service Desk in Salt Lake City, UT at Byram Healthcare

Date Posted: 11/4/2019

Job Snapshot

Job Description

POSITION SUMMARY

 

Answers incoming calls from internal customers and resolves technical issues, while ensuring a high level of customer service and maximizing productivity

ESSENTIAL JOB FUNCTIONS: 

1.      Answers and resolves inbound incidents at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates five days a week.

2.      Proficiently manages the resolution of inbound incidents; balancing the need for customer service and issue resolution.

3.      Effectively translates moderately-complex, technical concepts into easy to understand language to assist non-technically oriented customers.

4.      Diagnoses hardware, software, printing, and network connectivity issues including LAN, WAN, WLAN and VPN access in a Windows 7/Office 2010 environment, offering a variety of Level One solutions over the phone; uses remote control tools to assist customers when needed.

5.      Records all interactions with customers in an incident management tracking tool.

SUPPLEMENTAL JOB FUNCTIONS:  

  • Performs additional duties as directed.


Qualifications

EDUCATION & EXPERIENCE REQUIRED:  

  • Associates Degree required; Bachelor's Degree preferred
  • Three or more years of IT related experience
  • Experience with a networked computer environment
  • Experience working with a knowledge base or knowledge tool
  • Or any combination of experience and education to meet the above requirements

KNOWLEDGE SKILLS & ABILITIES:

  • Ability to work under moderate supervision
  • Conducts tasks and assignments as directed
  • Contributes to team objectives and outcomes as guided
  • Moderate business skills with a high level of proficiency
  • Consults with senior peers on general projects
  • Working knowledge of Active Directory
  • Experience working with a knowledge base or knowledge tool


ADDITIONAL REQUIREMENTS:

  • Little or no travel required (less than 10%)

        Note: Owens & Minor is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at our Company via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of our Company. No fee will be paid in the event the candidate is hired by our Company as a result of the referral or through other means.

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