Pennant

Tier 1 IT Help Desk Support

Pennant

full-time

Posted on:

Origin:  • 🇺🇸 United States • Tennessee

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Salary

💰 $50,000 - $65,000 per year

Job Level

Junior

Tech Stack

ServiceNow

About the role

  • Serve as the primary point of contact for end users seeking technical assistance via phone, email, instant messaging, or in-person interactions, providing prompt and effective customer support with a caring and empathetic approach.\n
  • Identify, troubleshoot, and resolve technical issues, escalating complex problems to the appropriate teams when necessary.\n
  • Install, configure, and maintain computer systems, software applications, and peripheral devices.\n
  • Effectively manage ticket queues and personal ticket backlog, prioritizing and resolving customer issues within agreed-upon service level agreements (SLAs).\n
  • Proactively monitor and follow up on open tickets, ensuring timely updates to customers and driving issues to resolution.\n
  • Take ownership of assigned tickets, seeing them through from initiation to closure, and providing regular updates to customers on the status of their requests.\n
  • Collaborate with team members to share knowledge, seek assistance, and contribute to a positive and efficient work environment.\n
  • Continuously improve personal productivity and efficiency by implementing effective time management strategies and utilizing available tools and resources.\n
  • Stay organized and maintain accurate documentation of ticket details, troubleshooting steps, and resolutions for future reference and knowledge sharing.\n
  • Strive for continuous professional development by seeking opportunities to enhance technical skills, customer service expertise, and healthcare industry knowledge.\n
  • Collaborate with cross-functional teams to implement and maintain IT projects, such as system upgrades, migrations, and new application deployments.\n
  • Contribute to the development and documentation of IT policies, procedures, and guidelines to ensure compliance and best practices in the healthcare context.\n
  • Stay up to date with the latest technological advancements and industry trends in both IT and healthcare, actively pursuing opportunities to expand technical skills and knowledge.\n
  • Provide guidance and training to end-users on the effective use of technology solutions tailored to their specific needs, promoting self-help resources and best practices.\n
  • Maintain accurate records of customer interactions and technical issues in our ticketing system, ensuring thorough documentation for future reference and knowledge sharing.\n
  • Contribute to the creation and maintenance of knowledge base articles, as well as support automation tools such as chatbots and predictive AI.\n
  • On-call rotation will be required.

Requirements

  • A passion for technology\n
  • BS Degree in Computer Science or Information Systems, or equivalent experience\n
  • 1+ Years of experience providing technical support\n
  • Experience with a ticketing system such as Zendesk or ServiceNow\n
  • An understanding of Active Directory and M365\n
  • Excellent problem-solving skills\n
  • Willingness to learn new tech and advance your career\n
  • Good verbal and written communication skills\n
  • A strong work ethic, with a focus on delivering quality service and support