Overview

Help Desk Service Support Specialist Staff

Full time, 72 Hours Per Pay Period, Day shift

On call rotation

Claiborne Medical Center, a member of Knoxville-based Covenant Health, offers a full range of medical services including emergency care, general and orthopedic surgery, rehabilitation, and diagnostic services. Our radiology services are certified by the American College of Radiology in Computerized Tomography (CT), Mammography, Magnetic Resonance Imaging (MRI), Nuclear Medicine, and Ultrasound. Claiborne also provides skilled and long-term care through Claiborne Health and Rehabilitation Center. Our team of physicians and staff is dedicated to putting our patients first, every day. For more information, visit ClaiborneMedicalCenter.com.

Position Summary:

Under general supervision, this position requires serving as the first point of contact for customers seeking technical support over phone, email, or chat. This position provides support for numerous applications and systems by remotely troubleshooting issues through the use of various diagnostic tools and techniques. Excellent communication skills are a must as this position requires providing clear instructions to the customer to resolve their issue or asking thoughtful questions in order to gather the exact details of an issue to pass along to the next level of IT Support. In addition to providing excellent technical support, a specialist staff member will also have additional responsibilities including: account administration, form processing, creating end-user documentation, and updating our knowledge base.

Recruiter: Sandra Simmons || ssimmon6@CovHlth.com || 865-374-5368

Responsibilities

• Provides exceptional end-user support for systems access, workstation, server, telecom, network, application and hardware issues, including problem recognition, research, isolation, and improving documentation, issue awareness, and resolution steps.

• Able to resolve a majority of end-user problems during first call resolution; only escalates issues to the next level of IT support after extensive investigation and documentation.

• Provides communication to all customers regarding IT system problems, changes and procedures; actively identifies and communicates potential technical issues to the leader and other IT staff.

• Continuously works with other IT staff on processes and documentation to improve end-user support and interdepartmental communication.

• Demonstrates high-quality customer service skills while maintaining a calm and courteous demeanor; serves as a resource for other specialists to resolve more complex, technical problems or difficult callers.

• Keeps up with multiple tasks and priorities while maintaining accurate expected results.

• Actively uses downtime to follow-up on issues and review workflow to verify accuracy and quality; demonstrates interest in additional projects and responsibilities.

• May assist senior level staff with administration of problem management systems and reporting functions.

• Other duties as assigned.

Qualifications

Minimum Education:

None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to an Associate’s degree. Preference may be given to individuals possessing an Associate’s degree in a directly-related field from an accredited college or university.

Minimum Experience:

Three (3) years of related experience preferred. Demonstrated customer service skills and IT troubleshooting skills.IT experience, MEDHOST experience preferred but not required.

Licensure Requirement:

None

Apply/Share

Job Title HELP DESK SPT SPEC STAFF

ID 4038624

Facility Claiborne Medical Center

Department Name IT ADMINISTRATION