Technical Support Specialist I

Technical Support Specialist

Technical Support Specialist I will be responsible for answering IT support phone calls, providing initial troubleshooting, documenting within a ticket, and escalating the incidents/requests when necessary. This position will leverage excellent customer support skills and basic troubleshooting proficiencies to serve as the primary resource for tracking tickets during their lifecycle. The job scope may include hardware and software builds. In addition to assisting with recognizing problems and identifying outages locally, this position will provide a high level of customer support to over 130 remote locations.

Responsibilities and Duties

Service Management:

Manage a support queue of incidents and requests that arrive via phone, email and chat; provide initial troubleshooting and ticket documentation. Update tickets with concise and clear notes to facilitate warm handoffs between team members; follow up and request escalation on open issues. Work with the team lead to assess incident trends to identify possible problems and outages. Leverage troubleshooting and critical thinking skills to methodically document, resolve and escalate incidents in a timely fashion. Provide initial end user support for software in an enterprise environment that includes Electronic Health Systems software. Add, remove and support networked devices such as printers, scanners, fax machines, kiosks and medical devices. Perform basic hardware upgrades and image computers to be mailed out to end users; deploy software to end users while educating in basic use practices. Provide off hours and emergency technical support on a rotating schedule to allow uniform coverage to a geographically diverse client base. Create clear and concise technical documentation; effectively utilize and grow a knowledge base. Follow and enforce security, compliance, and departmental policies that protect Protected Health Information. Track and complete projects in addition to regular workload. Asset Management: Assist with purchasing, tagging, and tracking of hardware and software assets. Other: Take on responsibilities that may fall outside of the traditional job scope as required

• Completes all assigned AP training (such as CPR, OSHA, HIPAA, Compliance, Information Security, others) within designated timeframes.
• Complies with Allergy Partners and respective hub/department policies and reports incidents of policy violations to a Supervisor/Manager/Director, Department of Compliance & Privacy or via the AP EthicsPoint hotline.

Qualifications

1+ years of technical support with a customer support focus. Ability to gather and document critical details. Ability to explain technical concepts to end users with varying levels of technical competency. Ability to maintain professionalism while dealing with end users of varying temperaments and technical abilities. Strong customer service skills. Excellent written and verbal communication skills. Ability to work without immediate supervision. Ability to work a rotating on-call shift with some schedule flexibility necessary.