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Customer Support Specialist I

Tracking Code

2022-11890

Position Type

FULL-TIME

Job Location

Springfield, IL

Description

Overview

The ultimate goal is to provide quality customer service to enhance the quality of patient care.  Under general supervision, the Customer Support Specialist II will provide day-to-day customer service and support for all customers and clients of Memorial Health System, 24x7x365, including but not limited to Hardware & Software asset management, imaging PCs, tracking inventory, ordering assets and documenting of all courses of action taken to resolve or escalate the issues within the ticket tracking system.  Works closely with other IS Support team members and technical personnel to determine exact nature of issues and resolutions and communication of outages when appropriate.

Qualifications

Education:

  • Bachelor’s degree required with an emphasis in management, computer science, or health systems management and business administration.
  • Three to four years of experience in an information systems environment, particularly in specific areas such as business, finance, customer support or clinical operations with emphasis on management of resources and technology may be considered in lieu of educational requirements. 

Experience:

  • Three (3) or more years of experience in Information Technology areas including project management, advanced support management, systems analysis, programming or other similar experience required. Relevant system experience in financial systems is required.
  • Knowledge and experience with concepts and principles required for implementation and support of application systems in a large health system.
  • Demonstrated ability to coordinate small and medium scale system projects from start to finish including development, measurement and reporting of key performance indicators and a commitment to continuous quality improvement. Also must have demonstrated ability to contribute to large scale projects with some supervision.

Other Knowledge/Skills/Abilities:

  • Ability to analyze and estimate system requirements, develop alternatives and implement solutions.
  • Thorough understanding of computer systems including various hardware, operating systems, programming languages and data communications.
  • Demonstrated analysis, planning, and organizational skills, as well as excellent verbal and written communication and customer service skills are required.
  • Demonstrated understanding of business processes and system interdependencies.
  • Demonstrated skills in developing and maintaining good interpersonal relationships.
  • Demonstrated proactive initiatives toward continuous process improvements.

Responsibilities

  • Procure, track, inventory and manage MHS IS assets.
  • Setup devices for installation and deployment
  • Reimaging of devices or upgrade of OS as needed to support our customers.
  • Provide first and second level support to customers and clients according to defined service level agreements.
  • Triage, find resolutions, and/or provide possible work around for customer related issues and inquiries within the requirements of MHS IS policies and procedures.
  • Accurately and succinctly identify and communicate customer issues to various IT Division teams for appropriate distribution and identification of issues.
  • Document and update all customer information, details related to customer issues, steps taken to resolve or attempt to resolve and escalation to appropriate IS support teams as defined in the support documentation.
  • Perform troubleshooting and repair on desktop hardware including computers, laptops, peripherals, printers, scanners, pagers, etc.
  • Acts as liaison between Customer departments, Information Management and software vendors to resolve problems, answer questions and complete requests for service while demonstrating effective written and verbal communication
  • Use of remote administration and other tools as necessary to provide accurate and creative solutions to problems of moderate complexity.
  • Follows-up on service requests to determine the status of calls and to ensure the highest level of customer service and satisfaction.
  • Provide innovative and accurate feedback for the development and maintenance of customer and community facing support documentation.
  • Analyze and resolve hardware maintenance problems and escalate issues to the appropriate vendor if necessary and configure workstations, laptops, printers, and other approved hardware to provide to customers for break/fix and warranty replacement.
  • Coordinate with other IS support teams to develop both short and long term solutions to address customer needs, restore service and/or identify and correct core problems.
  • Assist in planning, coordinating, and installation of new computer systems for Memorial Health System (MMC Campus and Affiliates).
  • Maintain and update inventory records for system equipment.
  • Ability to prioritize and multi task work efforts in order to provide efficient and timely resolutions for customers.
  • Must be detail oriented and have the ability to follow complex documentation to install and setup vendor and corporate software.
  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work and provides written evaluation and recommendation for management review.
  • Provides asset support to off-campus facilities
  • Performs other related work as required or requested.

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