Job Abstract

Hours:

Shift Start Time:

Shift End Time:

AWS Hours Requirement:

Additional Shift Information:

Weekend Requirements:

On-Call Required:

Hourly Pay Range (Minimum - Midpoint - Maximum):

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.? The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices. 

What You Will Do
This position is responsible for providing first level support and triage for all system users at Sharp Health Plan on a variety of issues related to application platforms, network access, user accounts and business issues related to information technologies. Work closely with SHC ISD/TAC to triage issues to the corporate help desk and follows up to ensure that all user issues are resolved with the agreed upon SLA.

Required Qualifications

• Bachelor's Degree in the field of Computer Science or Library/Information Sciences and/or 2 years equivalent work experience.
• Experience with Helpdesk tracking software, Tack-IT, Remedy, Service Cloud.

Preferred Qualifications

• 2 Years experience.

Essential Functions

• Act as a liaison
  Provides support to remote and local users on a variety of IT issues including but not limited to VPs, Managers and Directors, system users, SHC ISD, SRS SCMG and other clients of SHP.
• Demonstrates knowledge and keeps abreast of changes
  Keeps up-to-date with a variety of the field's concepts, practices, and procedures.
  Preserves and grow knowledge of help desk procedure, products, and services.
• Helpdesk management
  Provides first level contact and convey resolutions to customer issues.
  Properly escalates unresolved queries to the next level of support.
  Tracks, routes and redirects problems to the correct resources.
  Follows up with customers, provides feedback and sees problems through to resolution.
  Ensures proper recording, documentation and closure of all issues.
  Logs and routes user issues through call center database, Helpdesk tracking tools.
• Internal and external customer service
  Provides prompt, accurate and excellent services to internal and external customers.
  Develops solid professional working relationships with various internal departments and external customers as required.
• Participates in other duties as assigned
  Participates in special projects and other duties as assigned. These may include, but are not limited to, work groups, proposals, audits and back-up support for other departments.
• Reporting
  Prepares monthly Service Desk reports and statistics for all reported issues for management.
  Recommends procedure modifications or improvements to ensure SLAs are being met.
  Tracks Service Level Agreements (SLAs) and report against SLA metrics.
  Updates Customer data and produce activity reports by customer, department, division.
• Troubleshooting
  Identifies, researches, and resolves technical problems related to desktop troubleshooting, applications, and web portals.
  Routes issues to appropriate resources for solving problems and meeting customers’ requests.

Knowledge, Skills, and Abilities

• Knowledge of ITIL or other IT best practices frameworks.
• Working knowledge of computer applications, MS Office, Desktop Operating Systems, Windows, Outlook.
• Knowledge of database platforms, including Excel and SQL server.
• Proficient in MS Office (Word and Excel), excellent organizational skills and must have great customer service skills.
• Some knowledge of web tools, asp, .net, Interdev, IIS, source-safe desirable.
• Understanding of marketing and customer service principles.
• Understanding of basic project management principles. Excellent written, oral, and interpersonal communication skills.
• Highly self-motivated and directed, with keen attention to detail.
• Good analytical and problem-solving abilities.
• Able to prioritize and execute tasks in a high-pressure environment.
• Very strong customer service orientation.
• Organized and flexible individual should be able to perform multiple tasks with varying priorities and have the ability to execute complex verbal and written instructions.
• Takes initiative to work independently with minimum supervision, to complete projects in an efficient manner.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class