JOB SUMMARY:

Relying on instructions and pre-established guidelines and working under general supervision, applies understanding of computer software and hardware to resolve problems of internal and external users. Also acts as a coach and mentor to the Help Desk colleagues.

Ensures the delivery of exceptional customer service by putting all customers (internal and external) first and displaying:

• A healing focus
• A selfless heart
• A tireless resolve

MAJOR DUTIES AND RESPONSIBILITIES:

• Updates and Maintains the Knowledge Base
• Works with team manager to supervise Help Desk
• Receives telephone calls from users having problems using computer software and hardware or inquiring how to use specific software, electronic mail, and operating systems
• Talks to users to learn procedures followed and source of error
• Answers questions, applying knowledge of computer software, hardware, and procedures
• Asks user with problem to use telephone and participate in diagnostic procedures
• Provides periodic status updates and follow-up to customers and colleagues
• Assigns requests to appropriate support department
• Assists with other Technology department and team duties as assigned

WORKING CONDITIONS:

• Sitting and/or standing for extended periods of time
• Office environment

Concentra's Data Protection Commitment
* Concentra is committed to protect patient data and to ensure privacy of personal and medical information.
* Every Concentra colleague has the responsibility to adhere to data protection principles.
* If a colleague's role includes handling or processing sensitive data, role-specific policies and requirements apply to ensure the protection of patient information.

JOB-RELATED SKILLS/COMPETENCIES:

• Working Knowledge of PC applications - Excel, Word, PowerPoint, Citrix, VNC, Corporate E-mail (Lotus Notes), Win XP Pro, Win 7, RightFAX, Netmeeting, etc
• Commitment to customer service. Knowledge related to hardware configurations and troubleshooting
• Excellent communication skills and interpersonal skills
• Desire and ability to learn hardware and network skills
• Deadline oriented, team oriented
• Ability to coordinate and work with other departments
• Ability to consistently answer large volume of calls
• Experience creating, tracking and updating requests in a call center or help desk environment
• Ability to multi-task
• Demonstrated initiative, with the ability to establish priorities and meet deadlines
• Excellent organizational skills
• Able to apply knowledge and analytical thinking to work through issues
• Ability to assist customers over the phone or via remote assistance