Help Desk Level 1

4 - 6 YEARS OF EXPERIENCE IN THE FOLLOWING:

RESPONSIBILITIES:
Primary function is to answer calls arriving at the Support Center and to accurately identify, prioritize and log the service requests within the established standards. Diagnose problems by asking accurate, concise questions in a professional and timely manner. Accurately prioritize, categorize and log calls, reset network passwords, resolve print queue problems, manage crisis escalation and transfer calls to other support group as appropriate, assist in projects as needed.

COMPETENCIES:
Excellent customer service, interpersonal, organizational and communication skills; Ability to work in a fast paced changing environment; Understanding of Windows based applications; familiarity with relevant operating systems, the Lotus and Microsoft Suite of products, the Internet and networking; ability to recognize priority issues and escalate accordingly; ability to translate technical terms into non-technical language; understanding of computer terms and acronyms; ability to learn new processes and procedures.

QUALIFICATIONS:
Candidates should have a Bachelor's degree or equivalent experience, preferably in the sciences or a medically-related area (such as but not limited to Biology, Nursing or similar) and at least one, typically three years experience in IT or an equivalent combination of education and work experience. Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently. Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs.

Additional Notes From Manager:
The identified candidate will provide direct support to internal and external customers on the business' portfolio of products. He/She will respond to simple, intermediate and complex customer inquiries via multimedia channels, analyze complaints, diagnose probable causes, systematically eliminate alternatives, provide troubleshooting solutions, educate as appropriate and follow-up as necessary. He/She will be responsible for implementing and maintaining the effectiveness of the Quality System including but not limited to, documenting complaints in accordance with Quality standards and recognizing and communicating trends in product issues and their impact on customers. The chosen candidate will also be responsible for providing training to internal and external customers as needed as well as other general duties as assigned by the Hiring Manager or direct supervisor.

Candidates must possess the following:
A general knowledge of hospital environment, point of care business or similar and related regulatory environment.
The ability to assimilate complicated technical information.
Must display independent decision-making skills in critical, fast-paced settings.
Posses problem-solving and troubleshooting skills.
Must have the ability to clearly, concisely and accurately convey communications.
Must have the ability to form and develop interpersonal, professional relationships with both Co-Workers as well as with Clients.
Must have the ability to work independently and in groups; ability to work cross-functionally.
Must have the ability or aptitude to use various databases and other computer software applications to complete tasks.

Synectics is an Equal Opportunity Employer.