Help Desk Support Professional 2

About the position

The Help Desk Support Professional 2 is responsible for providing comprehensive technical support to end users for various computer, application, system, device, access, and hardware issues. This role involves addressing moderate complexity technical problems through multiple support channels, ensuring efficient operations within the organization. The ideal candidate will have experience with web-based and cloud-host applications, including SaaS tools, and will be adept at identifying, researching, and resolving technical issues efficiently.

Responsibilities
• Provide end-user support for computer, application, system, device, access, and hardware issues.
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• Address technical problems of moderate complexity through telephone, email, and online requests.
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• Document, track, and monitor problems using applicable systems and tools.
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• Understand department and organizational strategies and objectives.
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• Make decisions regarding work methods with minimal direction and guidance.
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• Follow established guidelines and procedures.

Requirements
• Less than 5 years of technical experience.
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• Keen verbal and written communication skills.
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• Proven ability to establish and maintain strong professional relationships.
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• Masterful problem-solving skills.
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• Skilled in quantitative data analysis tools and techniques (i.e. Excel, Access, SAS, SQL).
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• Proficient in Microsoft Office products.
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• Passionate about improving consumer experiences.

Nice-to-haves
• Graduate degree in Business, Health Care, Health Care Administration, or related field.
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• Certification by a professional organization.
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• Excellent negotiation skills.
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• BS/BA in Business, Health Care Administration or a medical discipline or equivalent education and/or experience.

Benefits
• Medical, dental, and vision benefits.
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• 401(k) retirement savings plan.
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• Paid time off, including company and personal holidays.
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• Volunteer time off.
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• Paid parental and caregiver leave.
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• Short-term and long-term disability.
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• Life insurance.

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