13 days old
2017-11-072017-12-05

Help Desk Coordinator, Support Technician

Manhattan Beach, CA 90266
  • Job Code
    586414
  • Payrate
    $21 To $24

40 hours per week


Reporting to the Service Desk Manager, the Support Technician provides support for basic end user incident resolution and requests reported to the Vantage IT Service Desk via the ticketing system.


This position works within a team of Service Desk Technician's to receive incoming Service Desk tickets and technical support phone calls for the corporate offices as well as remote clinical sites and users. Investigates, troubleshoots, diagnoses, and resolved resolves software and hardware issues per Service Desk SLA guidelines and then records the solution and root cause into the ticketing system.


This position performs the initial assessment, triage, research and resolution of basic incidents and requests regarding the use of application software products and/or Vantage IT hardware.


The Support Technician is responsible for collecting information through customer conversations, accessing support tools, and peer level communication within the Service Desk. Problems beyond the scope of their ability or responsibility are resolved by escalating to other Vantage IT resource by following our internal IT Escalation process.


COMPLIANCE


All Vantage Oncology employees are required to attend and complete compliance training within their first 30 days of employment, and again on an annual basis.


ESSENTIAL DUTIES AND RESPONSIBILITIES


- Creates a positive customer support experience and builds strong relationships through problem understanding.


- Ensures timely resolution or escalation for every incident or request.


- Creating user accounts and managing access control based on company policies.


- Provide prompt and reoccurring communication on the progress of each ticket to all customers until the ticket is closed.


- Address and resolve basic incidents and requests submitted via the Service Desk per the established SLA.


- Works as a team to engage other Service Desk resources when necessary to resolve incidents that are beyond the scope, ability, or responsibility of service desk technicians.


- Maintains and protect confidentiality with regard to all aspects of patient care and employee information.


- Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.


- Participate in the yearly performance plans and appraisals with the manager based upon the company goals.


- Ability to write system documentation when needed.


- Strong desire to learn and develop new technical skills.


- Works with service desk management to clarify priorities, escalation processes, and assignments.


- Requires consistent follow-up with customers within established SLA's.


- Required to attend internal and external training sessions when appropriate.


- Required to record and complete call tracking tickets for each call.


- Required to maintain regular and punctual attendance.


- Demonstrate a thorough knowledge of all aspects of department operation and systems.


- Demonstrate effective oral and written communications with customers, department and company staff.


- Provide after hours and on-call support as needed.


- Maintain ticketing system ticket load at a manageable volume, 10 tickets total.


QUALIFICATIONS


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.


- EDUCATION & EXPERIENCE


2 or more years of experience with help desk / service desk operations. 2 or more years experience with an incident management and request ticketing system.


Language Skills


Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to communicate effectively.


Mathematical Skills


Ability to add, subtract, multiply and divide using whole numbers, common fractions, and decimals. Ability to compute ratio, and percent and to draw and interpret bar graphs.


Reasoning Ability


Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.


Computer Skills


To perform this job successfully, an individual should have a strong working knowledge of the Microsoft Office Suite, Windows Operating Systems, computer hardware, and the ability to learn our business application suites.


Customer Service/People Skills


Work well with other service desk peers and IT management, communication with customers/end users must always be conducted in a professional and courteous manner.


PHYSICAL DEMANDS


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.


WORK ENVIRONMENT


While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock. The noise level in the work environment is usually moderate.

Categories

  • Information Technology

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Help Desk Coordinator, Support Technician

Randstad Technologies
Manhattan Beach, CA 90266

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Help Desk Coordinator, Support Technician

Randstad Technologies
Manhattan Beach, CA
US

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