Enters support requests into tracking system and assigns ticket number or other identification.Interviews customer to determine nature and scope of the customer's issue, and the appropriate response.Diagnoses, resolves and closes customer issues according to service level guidelines. Promptly escalates issues to higher level technical support or management when necessary.Documents and reports customer inquiries regarding new/different functionality.Provides end-user desktop training and minor hardware/peripheral repair as appropriate.Provides support for mobile phones, configures desktop operating systems and servers, and manages account access, password resets, and user access privileges.Minimum Education
Associate's Degree (actively working towards degree) and two(2) years of experience or the equivalent of four (4) years of experience preferred. Prefer two (2) years in healthcare.Required Skills
Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action.Must have the ability to interact in an effective manner with clients in a complex environment. Must have the ability to communicate and interact with different levels of management, with Information Technology (IT) personnel, and with all departmental clients. Must have the ability to coordinate with vendors for resolutions to problems.Job: Please select a valid job field Organization: Title: Market Support Analyst, Sr. (Internal Only) Location: NC-Clyde Requisition ID: 7463-12599