Job Description

Overview

Help Desk Service Support Specialist Associate

Full Time, 80 Hours Per Pay Period, Day Shift

Covenant Health Overview:

Covenant Health is the region’s top-performing healthcare network with 10 hospitals, 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 integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year. Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times.

Position Summary: Under general supervision, provides call-center support to end-users for PC, server, telephony, network, applications and hardware.

Responsibilities

• Provides end-user support for systems access, workstation, server, telecom, network, application and hardware issues using existing documentation and procedures.
• Able to determine end user problem source or route accordingly for resolution while clearly communicating and documenting the issue.
• Provides communication to all customers regarding IT system problems, changes and procedures.
• Interacts with various levels of IT staff and others outside of IT to restore service and/or identify and correct problems.
• Demonstrates high-quality customer service skills, maintaining a calm and courteous demeanor with upset or difficult callers.
• Accurate in repetitive routines and is able to focus on expected results.
• Actively seeks ideas, resources, and clarification from other specialists to improve own end-user support.
• Other duties as assigned.

Qualifications

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:

One year (1) of related experience preferred. Strong customer service and IT troubleshooting skills.

Licensure Requirement:

None