LaFayette, GA 30728, USA
icrunchdata Network
Location: IT Employment Status: FT ? SUMMARY: The I.S. Customer Support team has responsibility for supporting and enhancing the end user computing environment owned by the Lafayette General Health IT Team. Specific responsibilities include installing and supporting hardware and software, performing system upgrades, and evaluating and installing patches and software updates where applicable. Responsibilities also include operational support activities such as troubleshooting and resolving software and hardware related problems, documenting requests and processes, and communicating to the users of LGH systems. Customer Support Analysts work closely with all I.S. teams to ensure seamless and quality technical support for LGH customers and alignment with LGH?s standards, controls and governance. This requires an understanding of customers? business needs, processes, and functions. They also require a solid knowledge of troubleshooting and support for network connectivity, hardware and software, and printers. In addition, individuals working in this job family must possess excellent communication skills and the ability to influence others. ESSENTIAL DUTIES AND RESPONSIBILITIES: ? Provides help desk support for all LGH users. Assists with improving first time resolution metrics. ? Demonstrates creativity and takes initiative in problem solving. Resolves or facilitates resolution of end user problems for assigned program. ? Has knowledge of supported platforms/products and environments. ? Provide exceptional customer service to LGH end users, business stakeholders and other members of LGH I.S. Department. ? Participate in team on-call rotations. Identify automation opportunities and implement scripted solutions. ? Identify technical innovation and process improvement opportunities. ? Utilize standard tools and methodology to develop system and support performance metrics. ? Demonstrate knowledge of LGH business processes and routines. ? Research and recommend appropriate best practices, and tools. ? Demonstrate commitment to quality and high level of integrity. ? Demonstrates a customer service approach to service delivery and effectively communicates with our customers on requests and incidents. ? Other Duties as Assigned by Management. EDUCATION/TRAINING/EXPERIENCE: ? High School degree or equivalent is required. ? Minimum of 2 years of professional experience in a Help Desk or related Customer Service Role is required. ? Strong verbal and written communication skills required. ? Strong analytical skills required. ? Strong technical troubleshooting skills required. PHYSICAL DEMANDS AND WORKING CONDITIONS: ? Medium Work as defined by the U.S. Department of Labor constitutes a maximum lift of 21-50 pounds on occasion and/or a maximum lift of 11-25 pounds on a frequent basis. ? Must be able to work in a well-lit and noisy environment. ? May be required to assist in the turning, lifting, or moving patients as well as walking about from patients? rooms, as well as to and from various hospital areas. [...]