Technical User Support Analyst

Technical User Support Analyst

Location:

Mounds View, MN

6 Months+

MUST HAVE (Minimum Qualifications)

High school diploma (or equivalent) and 2+ years of experience

Job Responsibilities

A DAY IN THE LIFE

• Take inbound call center calls routed to the HCIT queue during normal business hours
• Make outbound calls requested by our customer
• Respond to e-mail generated tickets in Service Now
• Sign-up for 1 on-call shift per quarter (available for 1 week at a time during non-live support hours)
• On-call hours to provide support coverage after hours
• Holiday hours to provide support during holiday shifts
• Report customer feedback to regulatory bodies, and held to a high standard of excellence in complaint handling
• Manage mobile devices across multiple instances of our mobile device management platforms.
• Troubleshoot device enrollments and registration, app installation, software/firmware errors, hardware errors, and OS configuration
• Process broken, lost, or stolen devices
• Triage and escalation of support requests, infrastructure issues, and customer enhancement requests
• Support mobile printers and peripherals, and offer best-effort-support for extended technologies that interface with our mobile devices
• Coordinate with multiple internal departments to resolve customer issues (Deployment, Marketing, Repair, Supply Chain, Engineering, etc.)
• Answer IT related questions from internal departments
• Test software and hardware in development and production
• Prepared for disaster recovery protocols
• Networking with IT and non-IT representatives within business groups
• Direct impact to customer experiences with Client products
• Provide troubleshooting and technical support to end users by telephone in a call center/help desk environment
• Track every interaction with callers to ensure high accuracy of logging and documentation
• Utilize customer service skillset to provide technical knowledge and training to callers
• Identify issue trends and proactively address potential high impact issues
• Work with technical, sales, customer service, and/or marketing staff to prepare support for new products and service offerings
• Provide IT Services for…
• Non-Therapy Application Support
• Installation
• Configuration
• Connectivity
• Passwords
• Device Deployment and Technical Support
• Lost / Stolen Device Processing
• Knowledge Management
• Process Documentation
• Consumer Mobile Devices
• Medical Accessories
• Medical Mobile Apps
• Consumer Apps
• Printing
• Healthcare Patient Management Platforms
• Complaint Handling
• Report Processing
• Physical demands include…
• While performing the duties of this job, the employee is regularly required to be independently mobile.
• The employee is also required to interact with a computer and communicate with peers and co-workers.
• Must be able to travel independently to various buildings/sites
• Ability to operate in a 24×7 operation – some on call and after-hours time is required
• Must be able to lift or move (i.e., computers, servers, consumer mobile devices etc.) weighing up to 50 pounds
• Responsibilities may include the following and other duties may be assigned.
• Resolves technical problems that originate by telephone in a call center/help desk environment.
• Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
• May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
• Provides technical support to users for either PC, server or mainframe applications and hardware.
• Answers questions regarding system procedures, on-line transactions, systems status, and downtime procedures.
• Interacts with network services, software systems engineering and/or applications development to restore service and/or identify problems.
• Maintains a troubleshooting tracking log ensuring timely resolution of problems.
• Recommends systems modifications to reduce user problems.