Help Desk/Service Desk Support Specialist

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Job Descripton:

Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment. Product Support Analyst common tasks include: troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.

• Provide expert support for our healthcare business applications, ensuring optimal functionality and user satisfaction.
• Troubleshoot and resolve complex issues related to business application use, configuration, and customization.
• Conduct training sessions for users, empowering them to effectively utilize our applications.
• Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.
• Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.
• Develop and maintain detailed documentation for supported applications, including user guides and FAQ sections.

Candidate Skills and Qualifications:
Minimum Requirements:Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

• 4 Years - Required - Experience with help desk / service desk services.
• 4 Years - Required - Experience with help desk software (e.g. ticketing systems, knowledge bases).
• 4 Years - Required - Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)
• 4 Years - Required - High-level knowledge of information technology systems and best practices.
• 4 Years - Required - Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)
• 4 Years - Required - Experience working with SharePoint Lists.
• 4 -Years - Required - Strong customer service orientation, with patience and empathy for frustrated or confused users.
• 4 Years - Required - Experience with call handling.
• 2 Years - Preferred - Experience with Remedy / BMC Helix.

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier.

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