[Hiring] IT Service Desk Professional I @Sysazzle

Role Description

We need the Teammate in this position to solve support incidents in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge, and escalate (when necessary) to minimize downtime for DaVita teammates, partners, and customers.

This is an IT contact center support role that includes supporting customers through various channels such as phone, chat, and tickets submitted via our customer portal. This position includes, but is not limited to:

• Support of clinical & desktop applications
• Other technical troubleshooting

Using basic IT knowledge and problem-solving skills, you will:

• Ask appropriate probing questions to determine, diagnose, and solve computer-related issues
• Apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
• Provide maximum customer service and issue ownership
• Participate in a rotating on-call and Saturday coverage schedule
• Log and document troubleshooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
• When necessary, escalate incidents to the appropriate next level support team
• Communicate with customers, providing status updates and follow-up to ensure satisfaction
• Communicate trends and undocumented issues to supervisor, seniors, and other IT teams as necessary
• Complete additional tasks and projects as assigned by Service Desk leadership

Qualifications

• Associate's degree in Computer Science/Information Systems (or similar technical major) from an accredited college
• Six months of related experience
• A combination of experience and/or technical certifications may be considered in lieu of the educational requirements
• Knowledge of computer, printer, and network troubleshooting and installation procedures
• Demonstrated ability to diagnose and troubleshoot Microsoft products
• Demonstrated ability to solve issues with healthcare/clinical applications
• Commitment to client’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment, and Fun
• Demonstrated ability to work in a team environment as well as independently
• Superior customer service skills and phone etiquette
• Excellent documentation skills
• Ability to work evening, weekend, and holiday coverage as needed and scheduled

Benefits

• Health benefits
• 401K Plan