AristaMD · 1 day ago

Technical Support Specialist

Pittsburg, KS

Full-time

Remote

Entry, Mid Level

2+ years exp

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Health CareHospital

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Responsibilities

Maintains an atmosphere of friendly, enthusiastic customer service with an emphasis of taking care of the internal/external client

Provides technical support to our internal and external client base; providing a delightful service experience, facilitating efficient resolution of technical issues

Providing technical assistance and solutions to clients

Collecting specific and detailed information from reference sources, software utilities, or clients

Performing advanced troubleshooting of line of business applications, laptops and other devices

Acts as a liaison between clients and internal IT support staff to assure accurate problem interpretation; maintains communications with customers during the problem resolution process if necessary

Utilizing the service desk ticketing system to document all work, progress, and resolutions

Ensuring tickets are promptly assigned and processed

Ensuring ticket worklogs are continuously updated while being worked, and final resolution(s) provided within all completed tickets

Contacting clients and resolving issues within SLA timeframes

Following up with clients to ensure accurate solutions and client satisfaction before closing each ticket

Supporting client implementation efforts by assisting in business requirements gathering and documentation, supporting training efforts, providing technical support where necessary. Ensuring successful execution according to client milestones

Performs remote analysis, diagnosis, and resolution of complex desktop problems for end users, recommends and implements corrective solutions, including off-site repair for remote users as needed

Receives and responds to incoming calls, emails or Slack messages regarding desktop/laptop issues

Establish/improve support best practices

Assists in Technical Support Lead as needed

Other duties, as assigned

Qualification

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Healthcare technology experienceDesktop supportTier 1/2 technical supportApple devicesWindows computers0365 SuiteGoogle SuiteJumpCloudSlackBoxLucidChart