Help Desk Support Assistant responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support Assistant uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support Assistant advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support Assistant works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
This role is a temporary contract, full time hours, 4-6 months
About Sound:
Sound Physicians is a leading physician partner to hospitals, health plans, physician groups, and post-acute providers seeking to transform outcomes for acute episodes of care. For 20 years our high-performing and affordable care models have combined physician leadership, clinical process, technology, and analytics to consistently improve clinical and financial performance. We are pioneers in value, working together with our partners and community providers to bridge gaps in care, from hospital to home.
Sound Physicians offers a competitive benefits package inclusive of the items below, and more:
About the Role:
The Help Desk Analyst will support approximately 1,300 users in local and remote locations. The Help Desk Analyst is responsible for resolving help desk issues of moderate level complexity and escalates to other team members as appropriate.
As a member of the Help Desk team, the Help Desk Analyst is responsible for assuming ownership of issues and ensuring the effective tracking of issues from initial report to final resolution - regardless of the cause, systems affected, or internal escalation functions. Because Help Desk support spans a broad range of issues from software applications, reporting, document management, web applications to data and telecom networking and server and database issues, the Help Desk Analyst must demonstrate an aptitude for staying abreast all technologies in use within the organization. The individual in this position consistently demonstrates quality customer service and professionalism and is familiar with practices and procedures and is able to rely on their experience and judgment to plan and accomplish goals under moderate supervision.
Essential Duties and Responsibilities:
Special Knowledge, Skills, Abilities, Training, or Special Licenses/Certifications Needed to perform this job:
This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.
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