Onsite Requirements: Onsite 3 days per week (Tuesday, Wednesday, Thursday). This is subject to change, but it is the current standard.
Description:
Service Desk Specialist I
This position is responsible for providing technical and operational support to client’s Clinician Network (Providers) and client’s employee groups. Our clinician network includes healthcare professionals (Nurse Practitioners, Doctors, etc) who provide home healthcare services. Providers leverage our client application to host medical screenings, assign and regulate medications, and schedule and capture patient information during appointments. You will be the First Point of Contact for our external providers and our internal client employees.
This role requires a customer-first mindset when interacting with all end users.
This role will report to Service Desk Supervisor
What will you do:
Day to day technical and application support for external clinician network and internal client employees
Customer engagement via ticketing system, inbound and outbound, and email channels
Resolve Apple iPad, iOS, and client application support for Clinicians.
Resolve MacOS, Windows OS devices, Dell Peripherals, and Logitech webcams for internal client employees
Respond, coordinate, and monitor hardware fulfillment requests for laptops, tablets/ipads, and PC peripherals (Monitor, Keyboard, Mice, Webcams)
Escalate and manage tickets transferred to other departments
Keep customers/end users and ticket documentation up to date
Collaborate on ad hoc projects
Ability to work occasional overtime, weekend, and holidays
We are looking for someone with:
High School Diploma or equivalent.
3 to 5 years of successful work with Service Desk or HelpDesk Support
‘Customer First’ Mindset and Collaborative
Experience supporting Apple iOS and iPad hardware, Window 10/11 and hardware
Experience with web-based applications and mobile device management tools (Google Workspace, Slack, MaaS360, Workspace One)
Proven analytical and problem-solving abilities
Experience with Help Desk ticketing systems
Strong customer service skills (Written and verbal)
Notes:
Onsite Requirements: Onsite 3 days per week (Tuesday, Wednesday, Thursday). This is subject to change, but it is the current standard.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status