Desktop support specialist
Location
Minneapolis, MN | United States
Job description
Desktop Support Specialist Level 1 $23- $25/hr
Minneapolis, MN
Contract to hire
Job ID 2024-9574
Solugenix is assisting a client in their search for a Desktop Support Specialist Level 1. This is a contract to hire opportunity based out of Minneapolis, MN.
Call Center Services:
The Product Innovation organization manages a team called Healthcare IT Support Services (HCIT) with employees located in the United States and Western Europe with goals to expand globally to cover 24 hours of the day 365 days a year. This core team will require team member resources to reach our goal of a true 24/7 call center. While the work of this team is dynamic and often requires adaptation, the expectation of members of this team include, but are not limited to the following.
- Taking inbound call center calls routed to the HCIT queue during normal business hours.
- Make outbound calls requested by our customers.
- Respond to email-generated tickets in ServiceNow.
- Respond to chat support requests.
- Sign up for on-call shifts as needed to provide coverage outside of staffed business hours and holiday shifts.
Desktop Support Services:
- Report customer feedback to regulatory bodies and hold to a high standard of excellence in product complaint handling.
- Manage mobile devices across multiple instances of our mobile device management platforms.
- Troubleshoot device enrollments and registration, app installation, software/firmware errors, hardware errors, and OS configuration.
- Process broken, lost, or stolen devices.
- Triage and escalate support requests, infrastructure issues, and customer enhancement requests.
- Support mobile printers and peripherals and offer best-effort support for extended technologies that interface with our mobile devices.
- Coordinate with multiple internal Client departments to resolve customer issues (e.g., Deployment, Marketing, Repair, Supply Chain, Engineering, etc.)
- Answer IT-related questions from internal Client departments.
- Test software and hardware in development and production.
- Prepared for disaster recovery protocols.
- Networking with IT and non-IT representatives within Client business groups.
- Direct impact on customer experiences with Client products.
- Provide troubleshooting and technical support to end users by telephone in a call center environment.
- Track every interaction with callers to ensure high accuracy of logging and documentation.
- Utilize customer service skillset to provide technical knowledge and training to callers.
- Identify issue trends and proactively address potential high-impact issues.
- Work with technical, sales, customer service, and/or marketing staff to prepare support for new products and service offerings.
- Provide IT Services for the following:
- Non-Therapy Application Support
- Installation
- Configuration
- Connectivity
- Passwords
- Device Deployment and Technical Support
- Lost / Stolen Device Processing
- Knowledge Management
- Process Documentation
- Consumer Mobile Devices
- Medical Accessories
- Medical Mobile Apps
- Client Apps
- Consumer Apps
- Printing
- Healthcare Patient Management Platforms
- Complaint Handling
- Report Processing
Team members are regularly required to be independently mobile. The team is also required to interact with a computer and communicate with peers and co-workers. Must be able to travel independently to various Client buildings/sites. Must be able to lift or move (i.e., computers, servers, consumer mobile devices, etc.) weighing up to fifty pounds.
General Support Services:
The following responsibilities and other duties may be assigned to team members.
- Resolves technical problems that originate by telephone in a call center/help desk environment.
- Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and hardware products.
- May work with technical, sales, customer service, or marketing staff to resolve recurring problems and issues with products.
- Provides technical support to users for either PC, server, or mainframe applications and hardware.
- Answers questions regarding system procedures, on-line transactions, systems status, and downtime procedures.
- Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify problems.
- Maintains troubleshooting tracking log ensuring timely resolution of problems.
- Recommends systems modifications to reduce user problems.
About the Client :
Our client is a nationwide IT Service provider for many fortune 500 companies.
About Solugenix:
Solugenix is an information technology services company known for its deep experience and knowledge in providing comprehensive technology services, solutions, and talent support for companies around the world. The company offers a variety of cutting edge and talent support solutions to promote growth and cutting-edge advancement to our esteemed clients and candidates. We provide these talent support solutions on a contract, contract-to-hire, and direct hire basis. We also have additional resources from our staffing partners to ensure the right match and expertise for the best result.
For over 50 years, global and local brands have trusted Solugenix as an added resource and partner in taking steps to ensure their immediate and future success. In addition to generating ground-breaking, industry-defining solutions, Solugenix has been delivering the talent and support needed to make it happen. We are dedicated to partnering with clients and candidates whose core values also foster a culture of professionalism, teamwork, and integrity.
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- Dice Id: 10113675
- Position Id: 2024-9574
Job tags
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