Financial Systems Support Specialist
Gordon Rees Scully Mansukhani, LLP
SQL
Tier 1 IT Help Desk Support
Pennant
full-time
Posted on:
Location: Tennessee • 🇺🇸 United States
Visit company websiteSalary
💰 $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
