Customer Support Desk Analyst I

The Customer Support Desk Analyst I 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 tools, as well as requiring remote access to the desktop.

This position will also be responsible for maintaining the functionality of the Data Center. This will include initiating, monitoring and documenting scheduled jobs, tasks and assignments.

QUALIFICATIONS

• EDUCATION: High school diploma or GED required.
• LICENSE/CERTIFICATION: A+ certification preferred.
• EXPERIENCE: Knowledge of basic computer hardware, including enterprise applications, required. Experience with desktop and server operating systems, including XP, AIX/UNIX preferred. Some knowledge of network required to help customers determine if they are connected. Working knowledge of a range of diagnostic utilities, including GoToAssist preferred. Good understanding of the organization's goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills with a focus on rapport-building, listening and questioning skills. Capable of taking a call from a difficult customer and turning the situation around. Strong documentation skills. Ability to absorb and retain information quickly. Ability to present solutions and ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Ability to work with third-party vendors when needed to open up manufacturer issue tickets, while maintaining tracking of initial call.

PERFORMANCE EXPECTATIONS

• Field incoming help requests from end users via telephone, voice mail, 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.
• Build rapport and elicit problem details from customers.
• Prioritize and schedule problem for resolution. Escalate 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.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Troubleshoot anti-virus software and error messages.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop help sheets and frequently asked questions lists for end users.
• Order and maintain inventory of Data Center supplies.
• Install, relocate and uninstall hardware and associated cabling.
• Maintain Data Center standard operating procedures.
• Maintain secure access to the Data Center.
• Knowledge of healthcare environments, the roles of staff and how they use computers a plus.
• Ability to multitask while maintaining great customer service.
• Adhere to AtlantiCare and InfoShare policies and procedures.
• Understand and practice the AtlantiCare Values and Customer Service Standards.
• Perform other duties as assigned.

WORK ENVIRONMENT
Potential for exposure to the hazards and risk of the hospital environment on an occasional basis, including exposure to infectious disease, hazardous substances and potential injury. Works with such equipment as a computer terminal, fax machine, copier and telephone. This position requires repetitive motion, fingering, hearing, pushing, reaching, reading, calculating, seeing, speaking, standing and walking a majority of the time. May have prolonged periods of sitting. Ability to work various shifts.

REPORTING RELATIONSHIP
This position reports to the InfoShare Operations Manager.