Concentra Solutions Specialist I

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their
employees.

The Support Specialist I answers calls, chats, self-service tickets, and emails from Concentra colleagues to provide first level assessment, support, and resolution of hardware, software, and workflow issues with quality customer service to our colleagues. Requires an experienced and knowledgeable Information Technology professional with experience in troubleshooting, installing, supporting, and maintaining hardware, software, access, and workflow issues. When unable to resolve during the initial contact, documents issues to be transitioned to the next tier of support with escalation as appropriate.

Utilize excellent customer service skills to exceed end user expectations. Demonstrate ability and willingness to work a varying shift schedule including overnight shifts, weekends, and holidays as needed in support of our 24x7x365 Solution Center.

• 401(k) Retirement Plan with Employer Match
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Dependent Care Spending Account
• Employee Discounts

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

* This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management*

Concentra is an equal opportunity employer that prohibits discrimination, and will make decisions regarding employment opportunities, including hiring, promotion and advancement, without regard to the following characteristics: race, color, national origin, religious beliefs, sex (including pregnancy), age, disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other basis protected by federal, state or local fair employment practice laws.

• Troubleshoot and resolve technical issues for Concentra colleagues for technology-related issues related to hardware (i.e., laptop, desktop, printer, kiosk, Android, iOS, etc.), software, (i.e., Windows, Active directory, O365, Microsoft Office, Citrix, MFA, healthcare applications, etc.), access (i.e., password reset, account unlock, security role verification, etc.), network/VPN connectivity, and workflow issues using approved tools and documented procedures.
• Analyze end user issues through qualifying and probing questions via phone or chat using remote-control tools (i.e., Bomgar, Zoom, etc.) to view a caller’s screen to pinpoint root cause with a goal of First Contact Resolution (FCR) in accordance with documentation standards.
• Partner with end users by guiding them through problem solving or workflow training processes.
• Document issue/request and troubleshooting steps performed thoroughly in an Information Technology Service Management (ITSM) ticket including creation, updates, and closure of tickets assigned.
• Demonstrate a customer-centric attitude and provide a high level of professionalism and customer
  service on each contact.
• Maintain calm and professional composure in high-pressure situations while maintaining productivity and service levels.
• Maintain established goals regarding call and ticket quality, ticket documentation standards, ticket update frequency, etc. throughout the lifecycle of a ticket.
• Identify and elevate critical and urgent incidents following escalation protocols.
• Resolve issues using standard practices, procedures, approved troubleshooting tools, and workflow processes.
• Contribute to the development and maintenance of the knowledgebase and Solution Center procedures to promote continuous improvement and increased First Contact Resolution (FCR).
• Collaborate…