OnePoint Patient Care, LLC

  • Service Desk Engineer

    Job Locations US-AZ-Tempe | US-IL-Morton Grove
    Category
    Information Technology
    Type
    Regular Full-Time
    Benefits
    - 401(k) | - Health Benefits | - Paid Time Off | - Paid Holidays
  • Overview

    OnePoint Patient Care is one of the pioneers in the hospice industry.  Specializing in providing hospice pharmacy services since the Medicare benefit started in the 1980s, OnePoint Patient Care has grown to become one of the leading hospice pharmacies in the country.  Our commitment to quality and superior service is unsurpassed in the industry.

     

    OnePoint Patient Care, LLC is looking for a customer service oriented help desk specialist to provide technical support to users in an efficient and accurate manner. Help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a positive, customer-friendly attitude and the ability to work in a team environment.  This role will provide first line support services to both internal and offsite clients who are experiencing technical problems Requests include connectivity, access, computer hardware, operating system, and software application functions. You will also solve basic technical problems and be responsible for fielding, diagnosing and solving customer requests and issues via phone and email.

    Responsibilities

    In this exciting and varied role, this person will be:

    Receiving, prioritizing, documenting, and actively resolving requests from our clients in a timely manner.

    Overseeing and reviewing aspects of OnePoint Patient Care’s IT infrastructure (including servers, switches, storage, security, software applications, external hosting, remote offices and backups).

    Additionally, a large proportion of this job requires talking to clients on the telephone working in a busy (sometimes high pressure) Help Desk environment. You should have an excellent telephone presence.

     

    Responsibilities:

    • Manage effectively the resolution of support issues that are reported in an efficient manner
    • Act as a technical authority, providing expertise to both team members and clients
    • Ensure that we surpass our customer’s expectations
    • Communicate clearly to all stakeholders

    Typical Work Activities:

    • Logging incoming customer communication, taking ownership of, and working on support requests.
    • Keep customers informed in a professional manner ensuring accuracy of detail.
    • Troubleshooting problems and providing advice on the appropriate action.
    • Accurately record time activity in line with procedures.
    • Accurately record all customer communications using the appropriate Service Desk software.
    • Installing, supporting and providing routine maintenance to hardware and software.
    • Analyzing and resolving faults ranging from a major system crash to a forgotten password.
    • Ensure that documentation and job notes are kept up-to-date and accurate.
    • Other duties as and when required by the management.

    Qualifications

    Personal Skills Required:

    • Excellent attitude, great phone etiquette.
    • Team player with the ability to motivate and educate other team members in principles of service delivery excellence.
    • Ability to demonstrate clear & confident communication skills both written and verbal.
    • Ability to deal with problems and technical issues in a friendly, calm and reassuring manner.
    • Excellent problem solving ability. A proactive thinker who encompasses the “bigger picture”.
    • Passion for IT and technology, and a drive to help customers take advantage of new solutions.
    • An enthusiastic, thorough and methodical approach to problem solving.
    • Ability to multi-task, prioritize and escalate accordingly.
    • Self-motivated.
    • Ability to learn new skills quickly – for example, supporting new applications.
    • Tenacity and dedication to pursue an issue from beginning to end.
    • The initiative and reliability to work unsupervised on many occasions.

    Technical Skills Required:

    • Windows 7 / 8 / 10 Pro.
    • Office 2007 / 2010 / 2013.
    • Windows Server 2008 / 2012 (advantageous) administration, build and maintenance.
    • Strong understanding and working knowledge of Active Directory, exchange mailbox administration, DNS, group policies, domain controllers.
    • Good knowledge of Routers, Firewalls, Switches, VPN devices and wireless and other networking technologies.
    • Basic understanding of backups and restoration methods.
    • The ability to articulate at a technical level appropriate to the circumstances – e.g. for clients with varying levels of IT knowledge & competence.
    • Natural interest in IT with a desire to stay abreast of new technologies.

    Other:

    • Minimum 3 years of experience in an IT support role, or similar, for a widely dispersed and large user base.
    • Bachelor’s Degree or equivalent training and experience.
    • Able to lift and/or carry up to 35 pounds.

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