Sr Service Desk Agent

Position: SR SERVICE DESK AGENT

1.0 FTE Full time Day - 08 Hour R2661016 Onsite  TDS Support Svcs Technology & Digital Solutions NEWARK, 7600 Gateway Blvd, California

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered.

Day - 08 Hour (United States of America)

A Brief Overview A Solutions Center Technician is responsible for providing first contact remote support to 35,000+ hospital, clinic, faculty and administrative personnel under the Stanford Medicine umbrella and 1.5M+ patients through various contact methods. For patients, the Solutions Center Technician will assist with a variety of technical support needs for the patient to login and use the Stanford Health Care MyHealth application.

For Stanford Health Care employees, the Solutions Center Technician will assist with configuration, repair, and maintenance for a variety of end-user devices. The Solutions Center Technician will also coordinate onsite repair, maintenance and/or escalated support as required. Supporting callers from Stanford University and Stanford Children's Medicine Hospital will also be required for shared applications and environments. The position requires patience and a calm, reassuring temperament.

Customer Service skills are essential. When competency achieved in the MyHealth and SHC technical support queues, the Solutions Center technician will begin training in the School of Medicine support queue.

This is a Stanford Health Care job.

Locations

Stanford Health Care

What You Will Do

• Provide Tier 1 technical support for Stanford Health Care employees through various forms of contact.
• Perform initial diagnosis and support of incidents and service requests.
• Consistently resolve incidents and service requests on first contact for common IT issues, using Stanford Health Care knowledge databases and technical service bulletins as required.
• Determine whether onsite support is required and coordinate with field support teams and OEM manufacturers to ensure timely response.
• Stay updated with the latest advancements in AI and machine learning to continuously innovate and improve service offerings.
• Monitor and evaluate the performance of AI applications, ensuring they meet business objectives and compliance standards.
• Coordinate support from Level 2 support teams to resolve incidents as required.
• Track status of incident and service request tickets using Stanford Health Care’s IT service management tool.
• Create, update, and maintain knowledge articles in the knowledge management system
• Provide technical support for the Stanford Health Care MyHealth application to our patients while representing Stanford Healthcare in a professional and businesslike manner.
• Perform MyHealth account activations, MyHealth account unlocks and MyHealth password resets.
• Assist patients with the process to obtain proxy access for medical records
• Provide “how to” steps for patients using the MyHealth application for messaging their primary care physician, renewing prescriptions, scheduling appointments etc.
• Provide limited troubleshooting for internet connection issues to access the MyHealth site.
• Assist patients with installing the MyHealth mobile app.
• Assist patients with all aspects of video visits – navigating the software, connecting to the video visit, etc.
• Provide detailed information into our Service Now ticketing system for all incidents and service requests.
• Consistently resolve incidents and service requests on first contact for common MyHealth issues using Knowledge Base articles and any technical documentation as required

Education Qualifications

• High school diploma, technical training, or equivalent combination of education and technical experience

Experie…