Description:
Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PCor End-User Devices & peripheral equipment), and application software, and operating system issues. Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure. Demonstrates sufficient knowledge of call log tracking to record accurately all needed information. Tracks all customer service items to completion. Eevaluates customer service issue to determine level of service needed. Resolves all Tier 1 issues. Escalates Tier 2 issues to appropriate resource. Maintains and increases knowledge of CHOP IS application, hardware, mobile devices and multiple operating system platforms Works under direct supervision to accomplish daily assignments in support of team initiatives • Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures. • Serves as the first point of contact for the IS Department and act sas a liaison between the client community and the rest of the IS Department • Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service • Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site. • Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions • Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues. Coordinates queues for site/service, working with various stakeholder groups. • Provides recommendations on how to improve the quality of service as well as reducing repeat incidents. • Understand and comply with all enterprise and IS departmental information security policies, procedures and standards. • Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information. • Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.
Skills:
deployment, technician, information technology, reimage, computers, break/fix
Top Skills Details:
deployment, technician, information technology, reimage, computers, break/fix
Additional Skills & Qualifications:
Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures. • Serves as the first point of contact for the IS Department and act sas a liaison between the client community and the rest of the IS Department • Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service • Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site. • Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions • Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues. Coordinates queues for site/service, working with various stakeholder groups. • Provides recommendations on how to improve the quality of service as well as reducing repeat incidents. • Understand and comply with all enterprise and IS departmental information security policies, procedures and standards. • Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information. • Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.
Experience Level:
Entry Level
About TEKsystems:
We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.
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