Service Operations Technician II

12346 Enterprise Corporate - IAS Field Services Breakfix

Full time

Yes

40

7:00am- 4:00pm

1 hour lunch

Ever other week on call

Pay Range

$26.10 - $39.15

EDUCATION/EXPERIENCE: Associates degree or equivalent combination of education, certification, and experience. A minimum of four years of Service Operations Call Center experience is preferred. A higher level of education will be considered in lieu of experience. REPORTS TO: IT Service Operations Manager LICENSURE, CERTIFICATION, and/or REGISTRATION: A+ Certification. (Required within one year of hire) ESSENTIAL FUNCTIONS: Mentors new Service Desk Agents (level 1 and 2) and provides ?on the job? training support. Articulates routine solutions to common issues and documents as appropriate. Authors Knowledge Articles as needed for use by the SD Analysts and the enterprise. Performs advanced level of customer service, technical, business and analytical critical thinking skills, and organizational skills. Communicates with concise, logical, and grammatically correct verbal and written communication skills Gathers the required customer information and the required information for the application/system involved and determines the customer?s issue by using advanced knowledge of enterprise workstations, software and hardware to analyze the symptoms and underlying problem and performing remote troubleshooting to ensure the incident is resolved immediately. Provides immediate resolution to Level 2 incidents and requests including but not limited to network port resets, display name changes on phones, voicemail reset, applications support, remote end user OS/app/hardware troubleshooting, printing issues, Citrix client troubleshooting and repair, VDI session resets, installation of packaged software, and phone provisioning. Remotely troubleshoots and remediates complex level 2 infrastructure and application issues. Identifies opportunities for the Service Desk to improve First Call Resolution by troubleshooting based on technical/application expertise. Identifies opportunities to ensure Application Documentation, Service Catalog, Service Desk Knowledge Based Articles and Service Desk operating procedures are current. Proactively facilitates communication with team members, other IT departments, IT Leadership and Customers. Creates relationships built on trust and results with Customers and other IT departments Fosters an inclusive and engaged environment through teamwork and collaboration. Escalates issues regarding patient safety concerns to level 2 and level 3 support colleagues or the quickest resolution possible as evidenced by recorded metrics such as SLA?s regarding first call resolution and customer survey responses Updates ticket resolution details per established processes. Ensures compliance with WFBMC employee and security policies. Maintains effective relations with end users, staff and vendors. Ensures that ITS Infrastructure standards are being met. Escalates issues to Manager when necessary. Ensures that weekly timesheets and updates are created. Documents all work performed in the IT Service Management System. SKILLS & QUALIFICATIONS: Excellent customer service skills coupled with effective written and verbal communication Able to act as a conduit for communication from the customer. Good writing ability. Able to document all activity accurately and timely. Familiar with windows based systems including thin clients, as well as, Apple Mac devices including cell phone technologies. WORK ENVIRONMENT: Fast paced with long hours as needed based on business requirements. Full alignment with the vision, mission and values of the WFBMC organization are expected in every aspect of this job. May be exposed to/occasionally exposed to patient elements. Subject to varying and unpredictable situations. Handles emergency or crisis situations. Subject to many interruptions. Occasionally subjected to irregular hours. Frequently pressured due to multiple priorities. PHYSICAL REQUIREMENTS: Amount of time spent performing the following activities: 0% 35% 65% to to to 35% 65% 100% N/A Activity x Standing x Walking x Sitting x Bending x Reaching with arms x Finger and hand dexterity x Talking x Hearing x Seeing x Lifting, carrying, pushing and or pulling: x 20 lbs. maximum x 50 lbs. maximum x 100 lbs. maximum

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program