Job Title: Application/Desktop Support Specialist

 

Reports to: Customer Service Manager

Type: Contract

 

Job Description:

 

We are looking for a person who is committed to providing high quality professional technical/application support.  This includes using a broad technical experience base to directly assess, document, and resolve client issues in a timely manner.  You will participate in conducting training sessions of the in-house developed clinical information system to dialysis clinicians. 

 

Availability for evening and weekend on call duty a possibility from time to time. Typical shifts: The help desk hours are M-Sat 2am- 7pm. What shift they work depends on current staff and needs. Some travelling might be required.

 

Duties of the Position:

 

* Providing Tier I Support to our clients via email and phone.
* Assessing client issues and escalating service to Tier II Support as necessary.

* Acting as a liaison between our clients and our Tier II Support to resolve various issues.

* Providing client support / training for in-house developed clinical application system.

* Providing application training for various PC related applications.
* Creating and maintaining detailed helpdesk tickets in our electronic ticketing system.
* Developing and maintaining a working knowledge of new and existing products

* Documenting / writing guides for our clients

 

 Requirement:

* 2+ years technical helpdesk support experience
* 2+ years experience with software and web based application support

* Strong Application troubleshooting skills are mandatory

* Must be able to track down and test resolutions

* Excellent customer service, communication, teamwork, consistency and reliability

* Excellent written and verbal communication skills

* Customer Friendly Attitude

* Strong listening and diagnostic skills

* Needs to be good at asking questions that drive to discovery of problem

Experience to include the following:
* 2 yrs. minimum Microsoft Office 2007 – 2010 (Word, Excel, PowerPoint) support
* 2 yrs. Outlook 2007-2010 email support
* Operating System support experience include 2 yrs. Window XP, Windows Vista, and

   Windows 7, Mac OS

* Microsoft Active Directory account management

* CRM ticketing system
* Strong printer support experience
* Knowledge of SharePoint Administration and WebEx

* Experience with web design is a plus

* Experience using tablet and handheld device is a plus
* Previous experience in the healthcare industry is a huge plus!

* Training experience is a huge plus

 
If you fit these requirements and you are a committed, detail-oriented professional with strong listening, multi-tasking, and communication skills, and a team player we strongly encourage you to apply for this position.