Dartmouth Hitchcock Medical Center and Clinics

Associate User Support Analyst - Overnights, Radiology IT, Hybrid

Dartmouth Hitchcock Medical Center and Clinics  •  Lebanon, NH (Hybrid)  •  3 months ago
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Job Description

A frontline technical support professional who provides end-user support, both over the phone and in person, for software and hardware issues. Receives, documents, and handles tickets. Responsible for providing information, attempting first call resolution, triaging and escalating tickets for complex issues appropriately. Able to work as part of a team.

Responsibilities

  • Provides frontline technical support in person, by telephone, via self-service tickets or other communication venues on moderately complex workflows and/or processes. Documents accurate assessment, analyzes, effectively troubleshoots and resolves or appropriately escalates issues.
  • May monitor team work queues and takes ownership of tickets according to priority and daily assignments.
  • Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
  • Responsible for obtaining pertinent information for ticket creation and providing a customer friendly resolution.
  • May provide analysis functions in support of special projects.
  • Maintain proficiency with tools necessary to the role, including current software platform for ticket and problem management.
  • Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.
  • Networks and collaborates with other IS teams.
  • May present information in small group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties.
  • May manage single-person projects as assigned, using proscribed workflows from inception through completion.
  • Performs other duties as required or assigned
  • Qualifications

    • High school diploma or equivalent preferred

    Required Licensure/Certifications

    • None
    Dartmouth Hitchcock Medical Center and Clinics

    About Dartmouth Hitchcock Medical Center and Clinics

    How can the lifestyle in New Hampshire and Vermont compliment your career? You can have amazing 4-season living with a career at one of the top health systems in the country. The Dartmouth-Hitchcock health system stretches over New Hampshire and Vermont and offers the quintessential New England experience. With no income or sales tax, this beautiful area combines history, industry and business and has been ranked consistently as one of the best places in the US to live and work. Anchored by the academic Dartmouth-Hitchcock Medical Center in Lebanon, NH, the system includes the NCI-designated Norris Cotton Cancer Center, the Children's Hospital at Dartmouth-Hitchcock; 4 affiliated hospitals and 30 Dartmouth-Hitchcock ambulatory clinics across the region. We are close to the urban centers of Boston, New York and Montreal, but also offer proximity to the seacoast and multiple top-tier ski mountains within a short driving distance. Throughout New Hampshire, the opportunities – both career and personal – truly make our area the ideal place to work and play.

    Dartmouth-Hitchcock is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, veteran status, or any other characteristic protected by law.

    Industry
    Healthcare & Social Services
    Company Size
    5,001-10,000 employees
    Headquarters
    Lebanon, New Hampshire
    Year Founded
    Unknown
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