Location
Alexandria, LA
Type
Full Time
Job Summary
Qualifications
High School diploma or GED required. Associates degree and appropriate level certifications preferred. Minimum 1 year of professional IT support and repair required. Excellent customer service and communication skills. Proficient in windows operating systems and supported applications. Strong understanding of current hardware and software applications. Ability to think quickly, methodically, and logically under pressure. Ability to multitask and prioritize a busy workload.
Requires working on a rotating on-call schedule to include nights, weekends and holidays.
Occupational Exposure
Responsibilities
- Serves as a first point of contact providing Level 1 support for associates experiencing a variety of difficulties with software, applications and/or hardware.
- Communicates by telephone, text, email, remote diagnostic tools and/or in person with customer to assist with first level support.
- Efficiently and effectively work through a series of questions to identify the issue and/or problem, systematically work through all the responses to arrive at a solution.
- Assist customers at all levels of technical knowledge with their problems.
- Remains up to date with all new upgrades, system enhancements and changes to ensure effective solutions are given to customers
- Demonstrate exemplary customer service by exercising a professional, friendly, and calm demeanor when communicating with staff, vendors and affiliates.
- Ensures compliance with all organizational policies and ensures patient confidentiality at all times.
- Identifies trends for incoming issues and effectively communicates to the next level of support.
- Works independently or with team members to diagnose problems and attain resolution ensuring the issue is resolved by escalating to more senior technical professional, system administrator, other department personnel as appropriate.
- Maintains productivity standards set forth by department manager and documentation gathering and updating.
- Comply with facility Standards of Behavior and complete all required education assignments within the designated timeline.
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 frequently required to sit, converse, and listen; use hands to touch, handle, or feel objects, tools or controls; and to reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus.
- The employee must be able to lift and/or carry over 20 pounds on a regular basis and be able to push/pull over 25 pounds on a regular basis.
- The employee must be able to stand and/or walk at least five hours per day.
Somos un empleador con igualdad de oportunidades y todos los candidatos calificados recibirán consideración por el empleo sin distinción de raza, color, religión, sexo, origen nacional, estado de discapacidad, estado de veterano protegido o cualquier otra característica protegida por la ley.
