IT Technical Support Representative - 12:30P - 9P Monday - Friday

This position is for the Monday - Friday; 12:30pm - 9pm shift.

Training will be M-F 8am- 4:30pm for the first couple of months.

As a member of the IT Service Center team, the Technical Support Representative is responsible for first-line IT support for all UnityPoint Health regions.  This position works closely with UnityPoint Health employees to understand and resolve their IT technical service needs and/or communicate the service need to 2^nd level support or management when further troubleshooting is required. 

Customer Service

• Works collaboratively with other UnityPoint Health IT team members to assist in problem resolution and optimal application functionality.
• Builds team morale by creating and maintaining effective working relationships while communicating openly, honestly and professionally with co-workers.
• Provides phone coverage for essential business needs identified by management.

Technical Support

• Provides front line technical phone support for system applications and hardware when our customer’s service needs arise.
• Facilitates communication around outages when needed.
• Utilizes problem tracking tool to notate issues and sufficient resources to assist users as needed

Quality Improvement

• Assist co-workers with ongoing training needs on new system functions, hardware/software, and workflow.
• Updates department knowledgebase and processes/procedures as needed
• Identify areas where further solutions, training or communication is required to better serve our customer base.

Education:

• Minimum two year degree in computer science or equivalent work experience accepted only if previous experience applies to the position. 
• Four year degree in Computer Science, Information Technology or similar education preferred.

Experience: 

• Minimum two years of experience in call center, technology field, or healthcare industry.
• Knowledge of healthcare industry systems. Understands computer system functionality, limitations, and architecture of supported applications preferred.

Skills:

• Working knowledge of various hardware devices and operating systems.
• General knowledge of Microsoft products.
• Communicates effectively both verbally and non-verbally.
• Aptitude to multitask with multiple systems while effectively communicating with customer.
• Excellent typing and notation skills