Offer summary

Qualifications:

Associate degree in a relevant field., One year of experience in technology or customer service support., Experience in a patient-facing or public customer service role is preferred., Strong communication skills and ability to provide user-friendly solutions..

Key responsabilities:

Provide software, hardware, and network troubleshooting support.

Receive and analyze customer requests via phone and electronic submissions.

Maintain detailed documentation for all calls and inquiries.

Serve as a liaison between the help desk and IT teams, ensuring effective communication.

Job description

Job Description:

Baptist Health is looking for an IT Help Desk Analyst – Associate to join our team. This is a remote position that requires residency in KY or IN

Under general supervision of the IT Help Desk Manager, provide software, hardware, and network troubleshooting and problem resolution to all BHS entities. Perform question/problem diagnosis and guiding users through template driven solutions in a helpdesk environment. Clearly communicate solutions in a user-friendly, professional manner. Escalates issues to proper second level support teams based on established guidelines and procedures using helpdesk software and tools.

Essential Duties:

Provide excellent customer service to users at all levels of the organization.
Receive, triage, and analyze customer requests via telephone and electronic submission.
Provide courteous, responsive, and competent end user support for supported technology and applications.
Provide and maintain detailed information and documentation for all calls and inquiries.
Identify and escalate situations requiring urgent attention.
Research questions and problems and provide resolution, triage, or guidance using available resources.
Participate in projects and complete tasks on time.
Serve as a liaison between the help desk, BHS IT teams and contract resources and foster a team atmosphere.
Stay current with system information, changes, and updates.
Use feedback from customers to improve problem-solving techniques and customer service.
Stay current with system changes and new procedures.
Assists in the education and training of personnel who use and/or support software applications.
Assists with keeping the helpdesk application and software support knowledge base current.

Minimum Education, Experience, Training and Licensures Required

Associate degree
One year of direct experience in a technology or customer service support role, patient facing or patient service role, or general public customer service role