Careers
01-33597

Customer Service Support Desk Analyst - Information Technology - Egg Harbor Township

Location: Egg Harbor Twp, NJ  |  Position Status: Full Time  |  Position Shift: Days
The Customer Support Desk Analyst II's role is to ensure proper computer/application operation so that end users can accomplish appropriate tasks. This includes receiving, prioritizing, documenting, trending and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking, as well as remote access to the desktop. The Customer Support Desk Analyst II also assists end users by troubleshooting incidents at a higher level and utilizes discretion in identifying and resolving more complex issues. This role is also responsible for assisting in the design, delivery, training and improvement of departmental software applications. Must have the ability to escalate incidents based on troubleshooting outcomes.

This position is also responsible for maintaining the functionality of the Data Center. This will include initiating, monitoring and documenting scheduled jobs, tasks and assignments. In addition, the Customer Support Desk Analyst II will take the initiative to identify and improve processes and functions that relate to the operations of the Data Center and Customer Support Center.

This position will also work in collaboration with the Information Technology Application Account Administrator to create and support network user accounts and specific application accounts, as designated. Additionally, the Analyst is responsible for accurate tracking and record-keeping of all access granted to any and all individuals.

QUALIFICATIONS
  • EDUCATION: High school diploma or GED required. Bachelor's degree in computer science, information systems or related field preferred.
  • LICENSE/CERTIFICATION: Valid New Jersey driver's license required. A+ certification preferred.
  • EXPERIENCE: Excellent communication (written and verbal), interpersonal and organizational skills with a focus on rapport-building, listening and questioning skills required. Extensive experience with Microsoft Office tools, including Word, Excel and PowerPoint required. Proven analytical and systematic approach to problem-solving abilities required. Knowledge of basic computer hardware, including Enterprise applications, required. Working knowledge of network and diagnostic utilities required. Knowledge of healthcare environments, the roles of staff and how they use computers required. Experience with desktop and server operating systems, including XP and AIX/UNIX, preferred.

PERFORMANCE EXPECTATIONS: 
  • Field incoming help requests from end users via telephone, voicemail, web and e-mail in a courteous manner.
  • Document all pertinent end-user identification information, including name, department, contact information and nature of problem or issue.
  • Ability to deal with difficult customers in stressful situations.
  • Work with third-party vendors to escalate tickets.
  • Enable VPN with appropriate approval.
  • Works with the Information Technology Applications Account Administrator to fulfill approved accounts access requests.
  • Under the direction of the Information Technology Applications Account Administrator, develops and maintains an advanced level of knowledge of user account build documentation within AtlantiCare systems.
  • Must have excellent communication skills to assist customers with computer-related incidents.
  • Ability to build rapport with customers, establishing relationships that foster effective communication necessary for obtaining problem details, is essential.
  • Maintains and review's enterprise role-based access (RBA) within an identity management system for all employee positions.
  • Grants access to computer systems and applications in accordance with identity management guidelines.
  • Prioritizes and schedules problems for resolution. Escalates problems (when required) to the appropriately experienced technician or support staff as, needed.
  • Record, track and document the customer support problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Access knowledgebase and frequently asked question resources on the internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Test fixes to ensure problem has been adequately resolved.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Develop help sheets and frequently asked questions lists for end-users.
  • Perform post-resolution follow-ups to help requests.
  • Maintain secure access to the Data Center.
  • Provide exceptional quality service and support to customer groups. Follow through on commitments to customers. Tailor solutions to meet the customers' unique needs. Openly accept customer feedback. Respond to customer request in a timely manner. Work to eliminate barriers that interfere with providing outstanding customer service.
  • Adhere to all AtlantiCare and AtlantiCare Information Technology standards, policies and procedures and meet regulatory requirements on a continual basis.
  • Proactively contacts user and/or human resources or department director to obtain current information.
  • Ability to look at a current processes and coordinate opportunities to improve workflows. Complete proper documentation of user account information and improve system utilization, application enhancement and quality improvement efforts.
  • Maintain thorough knowledge of what vendors are in use by the Data Center and how to contact and escalate any vendor-related problems.
  • Maintain Data Center standard operating procedures.
  • Responsible for monitoring the Network Operations Center (NOC) and completing operations functions, escalating as necessary to report any identified problems.
  • Maintain computer systems and peripheral devices at scheduled times and as requested.
  • Monitor Data Center for environmental temperatures, humidity and power controls
  • Install, relocate and uninstall hardware and associated cabling.
  • Ability to multitask while maintaining great customer service.
  • Understand procedures to be followed and demonstrate required steps for downtime incidents.
  • Report any and all privacy-related incidents to the appropriate department for investigation.
  • Accept new challenges, responsibilities and assignments.
  • Highly self-motivated and directed with the ability to absorb and retain information quickly.
  • Performs other duties as assigned.
  • Works under routine direction. Requires minimal supervision in resolving problems or enquiries. Frequently works independently.
  • Interacts with and influences immediate colleagues. May have some contact with customers, suppliers and partners. Has more influence in own area of responsibility.
  • Takes the initiative in identifying and negotiating appropriate personal development opportunities.
  • Plans, schedules and monitors own work (and that of others where applicable) competently within limited deadlines.
  • Ability to present solutions and ideas in a user-friendly language.
  • Performs a range of varied work activities in a variety of structured environments. Contributes to routine problem resolution.
  • Understands and uses appropriate methods, tools and applications. Demonstrates a rational and organized approach to work.
  • Absorbs technical information when it is presented systematically and applies it effectively.
  • Strong documentation skills with keen attention to detail.
  • Applies diagnostic utilities to aid in troubleshooting.
  • Proactively links and provides trending analyses on incidents.
  • Responds effectively and timely to user issues and problems. Acts as a resource to other departments and application systems analysts.
  • Develops and maintains an expert/in-depth level of knowledge of the system, application and/or service by effectively resolving daily problems and issues.
  • Responsible for innovative enhancement of system functionality.
  • Monitors the active Problem and Change Management tickets and relates them to incidents, when applicable.
  • Monitors progress on the resolution of known errors.
  • Provides education and training of departmental systems and applications.
  • Takes a lead role in cross-training team members on departmental functions.
  • Generates accurate and timely reports, ensuring data validity.
  • Consistently and accurately maintains ITSM databases/tools, as required.
  • Participates in projects.
  • Actively understands relevant legal, legislative and policy issues as it relates to area of responsibility.

WORK ENVIRONMENT
There is a potential for exposure to the hazards and risk within a hospital environment. This includes exposure to infectious disease, hazardous substances and potential injury. This position requires repetitive motion, fingering, hearing, pushing, reaching, reading, seeing, speaking, standing and walking a majority of the time. Spends time with such equipment as computer terminal, fax machine, copier and telephone. Occasional driving also required.

REPORTING RELATIONSHIP
This position reports to the Manager, Customer Support Center and Incident Management.

Essential functions for this position are identified by an asterisk.

The above statement reflect the general details considered necessary to describe the principal functions of the job, as identified, and shall not be considered as a detailed description of all work requirements that may be inherent in the position.
AtlantiCare is an equal opportunity employer that takes affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.
Amanda Pastore
Talent Acquisition Partner
Applicants only. We are not accepting inquiries or solicitations from recruiters/search firms.

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We believe that healthcare should be a rewarding career. That’s why we offer excellent compensation, exceptional health and wellness benefits, and internal resources and programs to support professional growth for our team members. Here, you’ll find everything you need to pursue your calling of caring for others, knowing that you’re working for an organization dedicated to your overall well-being.

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