Summary

Provides initial technical support to Team Members via phone with regards to computers, servers, applications and hardware issues. Assesses the nature of the problem and resolves using documented procedures and checklists and by simulating or recreating the incident. Documents all calls in the tracking system; escalating complex problems to more experienced support, when necessary.


Education Required:

• High School Graduate.

Experience Required:

• Typically requires 1 year of experience in customer service, call center, or Service Desk support.

Knowledge, Skills & Abilities Required:

• Strong interpersonal and customer service skills, as well as basic understanding of call centers and call tracking system.
• Strong technical aptitude with the ability to learn quickly and support software applications.
• Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.
• Ability to manage multiple priorities in a dynamic work environment.
• Analytical and problem-solving skills.
• Strong verbal communication skills and the ability to interact with a diverse client population.
• Ability to use/manage a standard multiple-line telephone system.
• Ability to travel to off-sites to provide Service Desk application support for AdvocateAurora facilities.
• Ability to maintain confidentiality and work as a team.

Physical Requirements and Working Conditions:

• Must be able to site for extended periods of time.
• Must be able to perform fine hand manipulation when using a keyboard.
• Position may require travel which may result in exposure to road and weather hazards.
• Exposed to a normal office environment.
• Operates all equipment necessary to perform the job.