Service Desk Technician I

Job Descriptions:
This position is responsible for the support of end users and maintenance of the production processes and file transmissions. Identifies, researches, and resolves technical problems, and responds to telephone calls, emails, ticket system, and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution, and proactively monitors production processes such as EDI data received from and/or sent to external vendors, reporting inventory to internal departments, FTP transmissions in/out, and acknowledgement control processes to validate the data integrity of the files.

Key Result Areas

Essential

Identify, diagnose and resolve technical hardware and software issues reported by users. Triage and seek to understand scope of issue and document the issue effectively within the ticket system. Escalate all other issues to direct supervisor or appropriate resource.

First responder to issues reported by users. Use unrivaled customer service and communication to build relationships with internal employees and clients, and ensure that all file and ticket transactions meet turn-around time targets.

Able to identify and organize request according to priority. Uses tools available such as due date, urgency, impact, and scope of issue to prioritize requests. Upchannel prioritization difficulties to direct supervisor if needed.

Delivers, tags, sets up, and assists in the configuration of end-user hardware, software and peripherals.

Responsible for support and maintenance of the production processes and file loads.

Understanding and operation of FTP transmissions and associated applications.

Assist in tracking, researching, and resolving system issues as it relates to data file transmissions and EDI transactions.

Monitors file receipts and acceptance reports, follows up on inbound and outbound files in error.

Develops an understanding of ANSI X12 transaction architecture.

Complies with HIPAA regulations in privacy and security.

Ability to provide user education using non-technical terms, and may provide small group trainings to develop others.

Follow standard and documented service desk procedures.

Log all service desk interactions within the ticket system.

Additional

Use good judgment in assisting TSC Team members and Administrators as directed.

Able to react to change productively and handle other essential task as assigned.

Perform other related duties as assigned or required.

Able to react to change productively and handle other essential task as assigned

Minimum Qualifications

Education

High School Diploma or equivalent

Technical certifications such as, but not limited to, A+, Security+, Network+ are highly recommended

Skills

Operating Systems- Microsoft Windows 7 or above

Basic troubleshooting, verbal and written communication skills

Good working knowledge of Microsoft Word and Excel or other comparable software programs

Other IT industry applications and service desk procedures are beneficial

Qualifications

Ability to use good judgment in problem solving.

Good interpersonal, organization & leadership skills.

Ability to work independently and take initiative without supervision.

Ability to efficiently and effectively perform the Essential Key Result Areas with or without a reasonable accommodation without posing a direct safety threat to others or self

Goal oriented, with personal career plans related to technology

Extremely positive attitude, with strong drive to help others and demonstrate excellent teamwork.

Some physical effort is required which may involve long periods of standing, walking, bending, reaching, stretching, climbing or similar activities as well as lifting or moving items weighing up to 50 pounds.

Protect and enhance the Core Purpose and the Core Values of the AmeriBen/IEC Group.

Required Experience:
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Keyword: Service Desk Technician

From: AmeriBen