Help Desk Support Associate, IS Enterprise Services, Evenings, Hybrid; KY​/IN Residents

Responsibilities

The Help Desk Support Assoc is responsible for providing Tier 1 support to the Norton Healthcare internal customer base. Seeks to provide first call resolution for general office application issues, enterprise service inquiries, NHC custom or business applications issues, and security access inquiries. This position is required to respond to customers via phone or email and work to resolve issues leveraging standard tools and procedures.

The position is expected to troubleshoot end user issues, provide timely documentation for all calls, and elevate issues when appropriate. Previous experience working in customer support with demonstrated technical acumen is required. This position is designed to work as directed by the department leadership and may receive direction from senior Service Center Analysts when needed. Expected to consistently maintain or exceed service metrics set by the Enterprise Support Services leadership.

This role offers a hybrid work option. Initial training will take place at a Norton Healthcare facility, and you must be available to come onsite for business needs as required. Employees in this position must reside in Kentucky or Indiana.

Required:

• One year in a call center environment
• Support Center Analyst (HDI):
  Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership.
• A+ (IT Certification):
  Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership.

Desired:

• High School Diploma or GED