Associate Service Management Specialist

Location:

Miramar, Florida

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

Summary:

This position is responsible for providing advanced/second level support to employees, vendors, patients, physicians and their office staff regarding application, hardware and service/network requests. This includes providing technical assistance to computer users and answering questions or resolving computer problems for clients in person or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, processing, electronic mail, and operating systems.

Responsibilities:

Enters support requests into ticketing system to ensure proper resolution, tracking, and follow-up.References problem management database and service desk systems to provide well-informed solutions for moderately complex problems.Uses company ticketing system to monitor ongoing issues.Researches issues and revisits understanding of problem recognition, isolation, and resolution steps in order to provide customers with up-to-date solutions and quality service.Engages with end users by phone or remotely in order to determine nature and scope of the customer's issue and take appropriate corrective action.Diagnoses, resolves and closes customer issues according to service level guidelines.Resolves less complex issue escalations and promptly escalates more difficult and complex issues to higher level technical support, vendor support, or management to ensure timely resolution.Provides real-time support to employees, vendors, patients, physicians and their office staff, related to computer/hardware and systems, typically resolving moderately complex problems immediately.Supports end-user desktop training, assisting with the creation and dissemination of end-user training materials, in order to proactively minimize the number of service desk requests and improve efficiency.

Competencies:

ACCOUNTABILITY, CUSTOMER SERVICE, CUSTOMER SERVICE (2), EFFECTIVE COMMUNICATION, IT CUSTOMER SUPPORT, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR, TEAM WORK, TECHNICAL KNOWLEDGE

Education and Certification Requirements:

High School Diploma or Equivalent (Required)

Additional Job Information:

Complexity of Work: Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful, fast-paced environment and take appropriate action. Required Work Experience: Minimum one (1) year of IT experience required preferably in help desk, service desk, or call center setting. Other Information: Customer service-related experience preferred.

Working Conditions and Physical Requirements:

•  Bending and Stooping = 60%
•  Climbing = 60%
•  Keyboard Entry = 60%
•  Kneeling = 60%
•  Lifting/Carrying Patients 35 Pounds or Greater = 20%
•  Lifting or Carrying 0 - 25 lbs Non-Patient = 60%
•  Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 60%
•  Lifting or Carrying > 75 lbs Non-Patient = 20%
•  Pushing or Pulling 0 - 25 lbs Non-Patient = 60%
•  Pushing or Pulling 26 - 75 lbs Non-Patient = 60%
•  Pushing or Pulling > 75 lbs Non-Patient = 20%
•  Reaching = 60%
•  Repetitive Movement Foot/Leg = 20%
•  Repetitive Movement Hand/Arm = 20%
•  Running = 0%
•  Sitting = 60%
•  Squatting = 60%
•  Standing = 60%
•  Walking = 60%
•  Audible Speech = 60%
•  Hearing Acuity = 60%
•  Smelling Acuity = 0%
•  Taste Discrimination = 0%
•  Depth Perception = 60%
•  Distinguish Color = 60%
•  Seeing - Far = 40%
•  Seeing - Near = 60%
•  Bio hazardous Waste = 20%
•  Biological Hazards - Respiratory = 20%
•  Biological Hazards - Skin or Ingestion = 20%
•  Blood and/or Bodily Fluids = 20%
•  Communicable Diseases and/or Pathogens = 20%
•  Asbestos = 0%
•  Cytotoxic Chemicals = 0%
•  Dust = 60%
•  Gas/Vapors/Fumes = 20%
•  Hazardous Chemicals = 20%
•  Hazardous Medication = 0%
•  Latex = 0%
•  Computer Monitor = 60%
•  Domestic Animals = 0%
•  Extreme Heat/Cold = 0%
•  Fire Risk = 20%
•  Hazardous Noise = 20%
•  Heating Devices = 0%
•  Hypoxia = 0%
•  Laser/High Intensity Lights = 0%
•  Magnetic Fields = 0%
•  Moving Mechanical Parts = 40%
•  Needles/Sharp Objects = 40%
•  Potential Electric Shock = 40%
•  Potential for Physical Assault = 20%
•  Radiation = 20%
•  Sudden Decompression During Flights = 0%
•  Unprotected Heights = 0%
•  Wet or Slippery Surfaces = 40%

Shift:

Days

Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.

Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process.

Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.

Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law.

We are proud to offer Veteran’s Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.

Employment is subject to post offer, pre-placement assessment, including drug testing.

If you need reasonable accommodation during the application process, please call 954-276-8340 (M-F, 8am-5pm) or email [email protected]