Service Desk Specialist

Must be able to work onsite 3x per week (Tuesday, Wednesday, and Thursday) in Farmers Branch, TX.

Required Skills & Experience

• High school diploma
• 2-3 years successful work within help desk/service desk environment
• Customer 1st mindset and collaborative
• Experience supporting Windows, MAC, Apple IOS and Android.
• Experience with iPhones and iPads.
• Experience with ticketing systems (they use JIRA)
• Strong written and verbal customer service skills
• Punctual and reliable
• Comfortable on phones (90% of support is over phone)

Nice to Have Skills & Experience

• Healthcare Background

Job Description

• Day to day technical and application support for external clinician network and internal employees
• Customer engagement via ticketing system, inbound and outbound, and email channels
• Resolve iOS and Application related issues
• Resolve basic ADP, OKTA and other application issues. Basic MacOS, Windows OS devices for external provider employees
• Respond, coordinate, and monitor hardware fulfillment requests for iPad and peripherals
• Escalate and manage tickets transferred to other departments
• Keep customers and tickets documentation up to date
• Respond to customer questions and as needed guide customer to resolution
• Follow up with customers on unresolved issues for reopened tickets and callbacks
• Actively demonstrates teamwork at all times by collaborating on ad hoc projects
• Ability to work occasional overtime, weekend, and holidays