Description and Requirements

Our End User Services Department works with Healthfirst's functions to conceive, deliver, and support the technology that executives, professionals, and telecommuters need to succeed. This individual will serve as an initial point of contact to Healthfirst employees for service incidents and request calls via phone, dispatch queue, or chat.

These positions will be supporting a 24x7 environment working nights and weekends.

Duties and Responsibilities:

• Provide daily first level technical support for Healthfirst employees via phone support, as well as maintaining/monitoring the Service Desk incident and request queue's.
• Work with both Healthfirst employees and vendors to resolve technical problems.
• Establish the proper course of action to ensure that work product is completed efficiently and on time/within proper time limits.
• Maintain a stable performance under pressure or opposition (such as time pressure or job ambiguity); handle stress in a manner that is acceptable to others and to the organization.
• Possess, acquire, and maintain the technical/professional expertise required to perform effectively and to create effective customer solutions.
• Utilize technical/professional expertise through problem solving skills, applying technical knowledge, and product and service management for the various functional areas.
• Actively appreciate and include the diverse capabilities, insights, and ideas of others while working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Self-impose high standards of performance excellence by assuming responsibility and accountability for successfully completing assignments or tasks, rather than having standards imposed.
• Utilize Service Now to accurately document, status, prioritize, and track incidents or requests.
• Follow the Service Desk operating procedures to accurately log, assign, prioritize, escalate, and resolve incidents or requests.
• Understand fundamental operations of commonly used software, hardware, and other equipment for troubleshooting and support purposes.
• Follow up and make scheduled call backs to customers where necessary.
• Stay current with system information, changes, and updates.

• Flexibility to support a 24x7 environment by working overtime, weekends, holidays, and or peak times, as necessary.
• 2-5 years as an IT service desk analyst.
• Demonstrated interpersonal and customer service skills.
• Demonstrated ability to organize ideas and communicate oral messages appropriate to listeners and situations.
• Demonstrated ability to troubleshoot and provide technical support over the phone for standard desktop operating systems (e.g. MS Windows 10/11 and Mac OS), as well as, standard desktop applications (e.g. Microsoft Office (including O365), Adobe Acrobat, etc.), PC/Laptop hardware/peripherals, mobile devices, communication technologies, Citrix, AWS, VDI, networking, etc.
• Demonstrated experience administering Active Directory.
• Demonstrated understanding of various communication technologies/methods, such as, email systems (Outlook), video conferencing (Zoom), instant messaging (Teams), VPN, etc.
• High school degree from an accredited institution or GED.

• A+ Certification or equivalent A+ work experience.
• Working knowledge of the Service Now ticket system.
• Associate degree from an accredited institution. Completed coursework from an accredited college or university.