Job Information
TEKsystems IT Helpdesk Support Technician (Healthcare IT / Healthcare Customer Service Representative Experience Preferred) in Grand Rapids, Michigan
(Healthcare IT / Healthcare Customer Service Representative Experience Preferred)
Experience providing Customer Service/phone support for healthcare customers preferably, but open to other industries
Experience supporting Epic/MyChart
Password resetting experience/email activation
One of TEKsystems Healthcare clients is looking for multiple qualified
candidates to support their IT department's Helpdesk Team . Our
client is currently going through a company initiative for Digital Transformation.
They will be updating and replacing many if the IT systems and core
applications within the environment to enhance customer experience. This is
leading to many areas of growth. Our client is looking for strong technicians
to provide Level 1 and Level 2 Helpdesk phone support to
its enterprise environment within Windows Devices .
These roles are high paced and our client is looking for
candidates that can handle the high volume of calls. This is also a great
opportunity for someone to grow their skills within the IT support and have the
opportunity to advance their careers within IT. They are currently looking for
an individual who is looking to grow within their company. This will be a first
shift opportunity.
*Please apply if you're interested in hearing more about the
opportunity*
We are looking to set up interviews as early as next week
The following will be day to day responsibilities:
Clearly documents client requests by entering information into an
ITSM Incident System and assigning call incidents appropriately. Based on
documented procedures, determines severity and impact of request and
prioritizes workload appropriately.
Provides internal system support to all enterprise customers as well as external support to agent and policyholder customers.
Triage and troubleshoot client computing devices and peripherals for enterprise customers. Peripherals include, but not limited to mobile devices, tablets, printers, cameras, projectors, and similar devices on Windows 10 / 11.
Assists with and resolves call incidents, primarily through the incoming ACD/phone system queue via phone support.
Ability to manage multiple priorities and meet established service level agreements and deadlines in a high production environment.
Identifies, evaluates, and communicates the impact of change on information systems, procedures, and workflows.
Develops support documentation and user references (i.e. faxing, operating system, and Microsoft Office applications), as necessary, for client computing
Maintains an up-to-date technical and practical knowledge and understanding of hardware and software analysis and troubleshooting.
Assists agents and policyholders with utilization of company specific, web-based applications, in support of policy and claim administration.
Modifies and maintains specific end-user application security.
Communicates with external vendors related to software and hardware issues and problem solving.
Work Environment: This work will be done typically during normal working hours on a hybrid onsite vs. work from home schedule.
(Monday - Friday, 8 am - 5 pm). This includes all the end-users that work in
this building as well as the remote users in the area.
Medical, Dental, and Vision Benefits Offered from Day One
If you are interested in hearing more about this opportunity, please send your updated resume and contact information to me at: zkanouse@ teksystems.com (no space in email address) *
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.