Covenant Health

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Help Desk Service Support Specialist Staff, IT Help Desk

Full Time, 80 Hours Per Pay Period, Night Shift

Must occasionally work Saturday mornings.

Covenant Health Overview:

Covenant Health is East Tennessee’s top-performing healthcare network with 10 hospitals and over 85 outpatient and specialty services, and Covenant Medical Group, our area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned, not-for-profit healthcare system and the area’s largest employer with over 11,000 employees.Covenant Health is the only healthcare system in East Tennessee to be named six times by Forbes as a Best Employer. 

Position Summary: 

Under general supervision, this position requires serving as the first point of contact for customers seeking technical support over phone, email, or chat. This position provides support for numerous applications and systems by remotely troubleshooting issues through the use of various diagnostic tools and techniques. Excellent communication skills are a must as this position requires providing clear instructions to the customer to resolve their issue or asking thoughtful questions in order to gather the exact details of an issue to pass along to the next level of IT Support. In addition to providing excellent technical support, a specialist staff member will also have additional responsibilities including: account administration, form processing, creating end-user documentation, and updating our knowledge base.

Recruiter: Kathleen Rice || kkarnes@covhlth.com || 865-374-5391

• Provides exceptional end-user support for systems access, workstation, server, telecom, network, application and hardware issues, including problem recognition, research, isolation, and improving documentation, issue awareness, and resolution steps.
• Able to resolve a majority of end-user problems during first call resolution; only escalates issues to the next level of IT support after extensive investigation and documentation.
• Provides communication to all customers regarding IT system problems, changes and procedures; actively identifies and communicates potential technical issues to the leader and other IT staff.
• Continuously works with other IT staff on processes and documentation to improve end-user support and interdepartmental communication.
• Demonstrates high-quality customer service skills while maintaining a calm and courteous demeanor; serves as a resource for other specialists to resolve more complex, technical problems or difficult callers.
• Keeps up with multiple tasks and priorities while maintaining accurate expected results.
• Actively uses downtime to follow-up on issues and review workflow to verify accuracy and quality; demonstrates interest in additional projects and responsibilities.
• May assist senior level staff with administration of problem management systems and reporting functions.
• Other duties as assigned.

Minimum Education: 

None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to an Associate’s degree.  Preference may be given to individuals possessing an Associate’s degree in a directly-related field from an accredited college or university.

Minimum Experience:   

Three (3) years of related experience preferred.  Demonstrated customer service skills and IT troubleshooting skills

Licensure Requirement: 

None