Job Summary

The primary purpose of this role is to provide first level end user support to our clients and to perform other duties as needed. Provide support to clients via telephone, chat support, web submissions, and email. Process service requests, triage and categorize incidents utilizing problem-solving skills.

Essential Functions/Major Job Responsibilities

• Acts as initial point of contact for user support calls to the IT Service Desk with the intention that all calls are logged correctly and promptly allocated appropriately within the IT team
• Provides first-line technical support when handling calls in order to provide time-of-call resolution to less complex calls whenever possible
• Provides an ad-hoc service to users of all computer systems, troubleshooting and resolving systems problems
• Carries out a prescribed program of system performance monitoring, measurement, management, and supports a proactive approach to meeting changing system demands
• Assist in the maintenance of the Service Desk Knowledge Base
• Works directly with clients on issues requiring overall product knowledge and overall understanding of the healthcare business
• Works independently with clients, beginning to focus on critical level cases
• Develops knowledge content

Education

• Bachelor’s Degree (Preferred)

Additional Education

Work Experience

• 2-4 years relevant work experience (Preferred)

Additional Work Experience

Management Experience

Certifications

Knowledge, Skills and Abilities

• Displays proficient level knowledge of the following: • Microsoft Windows operating systems • Microsoft Office • IT Service Management software • Allscripts Solutions and knowledge of Allscripts clients and processes • Familiarity with the healthcare industry in general • A+ & N+ Terminology • Active Directory • Software support experience demonstrating troubleshooting / analytical skills • VPN clients • Basic understanding of Windows Server and MS Exchange

Working Arrangements

• Primarily works in standard office environment or remotely
• May require after-hours, on-call support and/or holidays

Travel

• Up to 10% travel may be required

Physical Demand Requirements

• Sitting : Regularly
• Standing : Occasionally
• Walking : Occasionally
• Climbing/Balancing : Occasionally
• Reaching with arms and hands : Occasionally
• Stooping/Kneeling/Crawling : Occasionally
• Talking : Regularly
• Hearing : Regularly
• Vision - close, peripheral, depth, ability to adjust focus : Regularly
• Use of electronic keyboard : Regularly

Description of Working Environment/Conditions

• Typical office or computer environment (Yes)
• Mostly indoor office environment with windows (Yes)
• Office with equipment noise (Yes)
• Offices with frequent interruptions (Yes)
• Required to work irregular hours (i.e. shift, overtime, weekends) If yes, please specify (Yes) Based upon the needs of the client
• Other? Please specify (No)

Core Competencies

Client Service (internal and external)

Competency Description
Values and delivers high quality, innovative service to all clients. Anticipates, meets and exceeds the needs and expectations of clients. Works together, building long-term client relationships and focuses efforts on delivering increased client value.

Proficiency Level
Advanced

Behavioral Indicators
Takes responsibility for solving client issues; Follows up with clients during and after delivery of services to ensure their needs have been met; Manages clients’ expectations keeping them up-to-date on the progress of the service they are receiving and changes that affect them

Quality Focused

Competency Description
Demonstrates the underlying drive to ensure that quality is not compromised within the working environment. Includes the identification and maintenance of standards to meet the needs of the client.

Proficiency Level
Proficient

Behavioral Indicators
Establishes high work standards and consistently delivers high quality work; Corrects mistakes and takes action to ensure they do not re-occur; Seeks clarity to make sure the work produced meets specified needs

Results Oriented

Competency Description
Committed to achieving goals and consistently delivering results. Holds self accountable. Demonstrates personal initiative and motivation; action and results-oriented; takes risks when necessary; undaunted by obstacles, perseveres to achieve goals.

Proficiency Level
Proficient

Behavioral Indicators
Prioritizes tasks based on importance; Maintains focus and perseveres in the face of obstacles; Anticipates, identifies and effectively deals with problems or risks; Plans for contingencies to deal with unexpected events

Accountability

Competency Description
Accepts full responsibility for delivering high-quality and timely results. Delivers on commitments and displays a strong commitment to the success of the organization. Displays honesty and integrity and confronts and resolves problems quickly.

Proficiency Level
Proficient

Behavioral Indicators
Meets commitment to others by consistently delivering high-quality, accurate work on time; Monitors day-to-day performance and takes corrective action when needed to ensure desired performance is achieved; Generates results by acting in a focused way within the deadlines and finds ways to deal with obstacles.

Communications

Competency Description
Effectively communicates information in a variety of ways, including verbal and written forms; listens and probes for new ideas and invites responses; creates open channels of communication; keeps others well informed; listens carefully to input and feedback.

Proficiency Level
Proficient

Behavioral Indicators
Shares important information with others without prompting or questioning; Listens carefully; Asks questions when needed; Demonstrates an awareness of when to adjust communication style based on the situation and/or audience; Identifies the appropriate audience for sharing information

Collaboration

Competency Description
Interacts with others in the pursuit of common mission, vision, values and goals. Cooperates with others to accomplish common goals; treats others with dignity and respect and values the contributions of others.

Proficiency Level
Proficient

Behavioral Indicators
Takes initiative to actively participate in team interactions; Expresses own point of view or concern constructively, even when it may be unpopular; Ensures collaboration; Adds significant client value and business results

Leadership Competencies