Help Desk Application Support Specialist I (Chicopee)

Compensation

: $59,900.00 - $94,240.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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PURPOSE AND SCOPE:

The Help Desk Application Support Specialist I is the initial contact point for all inbound Corporate and Clinical Application Incidents and Requests at Fresenius Medical Care. This role is primarily focused on providing first touch resolution on issues coming into the Fresenius IT Help Desk through direct phone calls and/or the web-based IT support web portal.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Primary focus is to provide first call/touch technical assistance, support and troubleshooting to internal staff in the use of the various corporate applications and in-house developed clinical applications. Thisincludes, but is not limitedto:

    Record all issues received via telephone, email or Freseniuss self-service portals in Help Desk Ticketing system (Remedy)

    Provide level 1 diagnostics, triage and issue resolution. This work primarily involves the following:

    The use of telephone support and remote tools usage to troubleshoot the issues.Answering questions and educating end users by applying knowledge of corporate and clinical applications and business processesAs necessary, escalates issues to appropriate next level support team.
  • Works with team leads and managers to assist in the identification of common issues and work-arounds.
  • Responsible for proper use and review of the Help Desk toolset (i.e., Knowledge Management) to ensure the effective and efficient support levels are maintained.
  • As needed provide 24/7 on-call support.
  • Review and comply with the Code of Business Conduct and all applicable company policiesand procedures, local, state and federal laws and regulations.
  • Assist with various projects as assigned by direct supervisor.
  • Other duties as assigned.
  • Qualifications

    PHYSICAL DEMANDS AND WORKING CONDITIONS:

  • The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to work flexible hours, some holidays and weekends.
  • Overtime may be required including nights, weekends and holidays.
  • Able to sit for extended periods oftime.
  • EDUCATION:

  • Associate degree required
  • EXPERIENCE AND REQUIRED SKILLS :

  • 0 - 1 year work experience in a high volume IT Call Center.
  • Must be able to learn and understand the clinical business process as it relates to applications.
  • Excellent written and verbal communication skills.
  • Ability to translate and communicate technical concepts to a non-technical user.
  • Must be able to work in a fast paced team oriented environment.
  • Must have a strong technical aptitude and be a quick learner.
  • ITIL Foundations 3.0 certification required
  • EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity


    Associated topics: client, deskside, desktop, help, information technology support, patient, support specialist, systems administrator, technician, technician iii * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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