Help Desk Specialist - Tier 3
Help Desk Specialist - Tier 3
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Salary Not Disclosed
1 Vacancy
Job Description
Position: Help Desk Specialist T3
MicroHealth is seeking a Help Desk Specialist T3 to support our contract in Washington DC.
Responsibilities:
- Assist Helpdesk Manager by providing oversight and guidance to help desk team members and customers on accounts MED applications Service Now ticketing system and asset tracking Manage user accounts applications Service Now ticketing system and asset tracking; ensure customer service is timely and accurate; conduct component level diagnostics.
- Assist in the use of a variety of clinical business software and operating systems.
- Provide support to office and remote users using Service Now ticketing system while escalating tickets as necessary to the appropriate support teams. Support programlevel Service Desk functions to include evaluating processing/resolving and tracking of all Tier levels I/II/III Trouble Tickets.
- Reviews Trouble Ticket to ensure that the documented information is complete accurate and sufficient to facilitate analysis of the issue; coordinate with the ticket originator to confirm or obtain additional information as needed.
- Analyze verified Trouble Tickets and assign a classification and priority to facilitate timely and appropriate processing of the issue.
- Communicate and collaborate with multiple external organizations regarding the resolution of issues.
- Reproduction analysis and reporting of valid problem defects; processing Trouble Ticket for resolution based upon the classification.
- Provide detailed trend analysis and reporting of triaged and resolution activities.
- Responsible for User Account provision processing and troubleshooting. Handle routine tasks with no assistance general instructions on new assignments.
- Work on assignments that are moderately complex in nature where judgement is resolving problems and making routine recommendations.
- Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
- Maintains documentation for health IT procedures and processes as well as maintenance logs and equipment databases.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
