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The Technical Support Specialist serves as a resource and local primary point of contact for customer’s issues and requests for information, technical services and support and provides high quality end user IS/IT services to all employees, partners, and customers, while also delivering an excellent customer service experience.
Maintains established department policies and procedures, Improving Organization Performance program, and patient/customer safety standards. All Level I duties plus provide training or mentoring to other team members regarding technical and application support. Makes or recommends process, policy or procedure additions and modifications to Service Desk knowledge base to ensure the information for troubleshooting issues and proven resolutions are repeatable by all support teams.
Assists with resolving these issues with new process improvements. Demonstrate a leadership role within the Technology Service & Operations team in modeling behaviors consistent with industry practices in garnering excellent customer satisfaction.
Provides a consistent focus on continuous process improvement for the Technology Service & Operations team. Design automation scripts for use by other team members. Develop and maintain technical documentation associated with troubleshooting customer hardware and software issues.
Must be able to participate in the assigned on-call rotation. Must be able to own transportation to and from various assigned work locations. Performs other Duties as Assigned. Providing a level of technical expertise across multiple skill sets and a complex technical environment to address and resolve the clients’ issues in an acceptable time frame. Working with the many different IS support organizations within IS (as well as vendors) will be challenging.
The expectation is that the Technical Support Specialist will continue to own resolution of an issue through until completed to the satisfaction of the user, regardless of the numbers of hand-offs between organizations.
Technical Support Specialist will need to develop and maintain solid working relationships with all impacted users within the areas that they support. Knowledge and understanding of the technical and application environment across the entire enterprise.
Remaining calm and professional under pressure, high ticket volume, and major events that impact the customer.
