Service Technician I

Technical Support Representative

Looking for a way to make an impact and help people? Join PacificSource and help our members access quality, affordable care! PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.

Provide first-tier technical support to internal users of the organization's computer systems by researching and answering questions, troubleshooting and resolving incidents, and replacing equipment as needed. Work in a call center, monitor and respond to incidents and requests queues, and provide both remote and on-site support. Advocate for end users and escalate incidents as needed.

Essential Responsibilities:

• Provide excellent customer service.
• Build rapport with internal customers and peers.
• Deliver high-quality on-site and remote technical support.
• Replace and upgrade computer hardware & software.
• Obtain & record accurate problem details from users. Provide timely updates and feedback in ServiceNow IT service management system.
• Prioritize incidents & requests, and schedule work.
• Utilize available internal and external knowledge resources to aid in resolution.
• Provide technical support for conference room multimedia equipment & scheduling systems.
• Collaborate with co-workers to improve customer satisfaction and promote a cohesive team.
• Contribute updates to internal knowledge resources.

Supporting Responsibilities:

• Meet department and company performance and attendance expectations.
• Adhere to PacificSource Information Security Policy and applicable laws and regulations concerning confidentiality and security of protected health information.
• Perform other duties as assigned.

Success Profile

Work Experience: One to two years of Help Desk or Technical Support experience required.

Education, Certificates, Licenses: Requires high school diploma or equivalent.

Knowledge: Problem solving, help desk experience, strong verbal communication, customer service & quality focus, basic Microsoft Windows desktop operating system administration.

Competencies:

• Building Customer Loyalty
• Building Strategic Work Relationships
• Contributing to Team Success
• Planning and Organizing
• Continuous Improvement
• Adaptability
• Building Trust
• Work Standards

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.

Skills: Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork

Our Values:

• We are committed to doing the right thing.
• We are one team working toward a common goal.
• We are each responsible for customer service.
• We practice open communication at all levels of the company to foster individual, team and company growth.
• We actively participate in efforts to improve our many communities-internally and externally.
• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
• We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.