Posted: Tuesday, January 2, 2018 7:59 PM
Job Description Requirements: Superb customer service skills with a focus on supporting users via phone, face-to-face, and remote. Must be able to handle escalated issues Ability to work independently to completed assigned project work with supervision Advanced knowledge of computers and related peripherals, printers, fax machines and office equipment Advanced working knowledge of MS Products (Office, OS 7/8/10, Server OS 2008/2012), Adobe products, and other business related software applications Strong knowledge in File Share Management, Symantec Endpoint Protection, Checkpoint, Microsoft Windows Deployment Services or equivalent desktop imaging tool, Active Directory administration, email distribution group administration, group policy objects. Strong knowledge of ITIL processes and procedures related to Incident, Problem, and Request Excellent communication skills (written and verbal). Will interact with senior management. Exercise creativity and flexibility to respond quickly and positively to shifting demands and opportunities; ability to work under tight deadlines and handle multiple detailed tasks. Strong understanding of IP networking and tools such as Ping, Traceroute, TCP/IP, DNS, DHCP Preferred Certifications: ITIL Foundations v3, HDI Support Center Team Lead/Professional, A+ Ability to effectively lead support staff to achieve all goals and service level agreements Demonstrated experience in managing, coaching, appraising, and motivating teams and/or units. Competency in strategic thinking and leadership with strong abilities in relationship management. Competency in developing efficient and effective solutions to diverse and complex business problems. Strong analytical ability, sound judgment and problem analysis techniques. Ability to lead and work successfully on a team. Principal Responsibilities and Essential Duties: Responsible for assisting in the management of the day-to-day operations of the Service Desk staff as well as directly support users with incidents and requests. Accountable for ensuring that the IT Support Desk Function delivers services in accordance with the service level agreements and meets the needs of our end users. Represent the first stage of escalation for incidents and identify methods to reduce/prevent incidents from reaching the service desk. Assist with building and maintaining a strong knowledge base. Responsible for analyzing, planning, measure and improving all aspects of IT Support services. Responsible for creating reports to track service level agreements and identify areas of training/coaching for the service desk staff. Oversees and delegates, along with management, project work with well-defined tasks to support staff members. Required to assist with project work and report updates to management. Completes all responsibilities as outlined on annual Performance Plan. Completes all special projects and other duties as assigned. Must be able to perform duties with or without reasonable accommodation. Company Description Verscend is transforming the business of healthcare by providing data services, analytics, and advanced technologies that answer the industry’s most complex challenges. With a focus on reducing risk across all domains of healthcare, Verscend’s broad solution suite is designed to help health plans, employers, providers, and other risk bearing entities better understand the health and risk of their populations to improve quality, reduce costs, ensure payment accuracy, and support compliance. From effective population health management, quality reporting, revenue accuracy, and chart retrieval to tackling fraud, waste, and abuse, Verscend is committed to answering the unique challenges of its clients.
• Location: Salt Lake City
• Post ID: 17870947 saltlakecity