Description
Providence is seeking a Lead IS Customer Support Technician:
The Sr Virtual Team Support Technician will handle all of Virtual Team Support Technician duties and more. Serves as an escalation point for Associate Virtual Team Support Technicians and Virtual Team Support Technicians. Effectively handles any elevated request or incident that requires a higher level of access or expertise to resolve. Works with mission-critical and sensitive data throughout the enterprise during the course of their daily work as well as 2nd level support to resolve issues. Responsible for ensuring shift changes and hand offs run smoothly. Approves content and format of support documentation and knowledge articles. Coordinate with NOC during Major Incidents or downtimes. May provide after-hours support and on call as required. Requires excellent customer service and advanced technical troubleshooting abilities and a demonstrated ability to lead others. Operates in a fast paced, high volume environment and requires the ability to multi-task between various applications and systems while keeping in constant communication with the key relationships. Duties may include assigning tickets, training staff, skills coaching, knowledge article publishing and life-cycle management, quality assurance tasks, and performing root cause analysis. This position will receive work assignments and be engaged through a variety of intake methods, including answering Service Desk phone calls, warm hand-off calls, self-service portal, ticketing system, e-mail, etc.
In this position you will have the following responsibilities:
Customer Service
Takes personal responsibility for customer satisfaction.
Professionally represents the ‘Face and voice of IS’ in difficult situations.
Consistently strives to listen, understand, and support the needs of others in a sensitive manner.
Quality
Performs challenging tasks efficiently and effectively.
Anticipates problems and takes corrective action prior to completing the task.
Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
Planning
Demonstrated planning and project management skills.
Proven ability to set technology strategy.
Problem Solving
Strong attention to detail and outstanding analytical skills.
Collaboration
Ability to work effectively to build relationships with colleagues, customers, and executive management through positive interaction.
Flexibility and response to change
Proven ability to organize multiple efforts and to respond to shifting priorities.
Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment.
Communications
Listens with sensitivity and openness.
Actively seeks constructive feedback and remains open and receptive to it.
Anticipates the information needs of others.
Proven skills in communicating with clinical and technical customers.
Demonstrates Providence St. Joseph Health core values of Compassion, Dignity, Justice, Excellence and Integrity in all interactions.
Follow defined processes when handling incidents and service requests in a professional manner using approved tools.
Works with project stakeholders to gather, document and maintain project requirements, scope, project schedules and implementation plans.
Maintains a superior degree of customer service for all internal and external clients and groups.
Identify and communicate trending issues as needed to peers, leaders, and other IS groups.
Keeps Supervisor or Manager apprised of workflow problems, project status and suggestions for process improvements.
Awareness and understanding of IS Support groups.
Assess and prioritize tasks throughout the day based on business need and work with available resources to minimize caregiver impact.
Effectively communicates ongoing and potential issues to staff while maintaing a superior degree of customer service. Understands and adheres to Quality Assurance KPI's.
Installs Applications as directed.
Performs other duties as assigned by a supervisor, manager, director, etc.
Job Specific Knowledge, Skills and Abilities:
Employs a wide range of communication styles and approaches to suit different situations / audiences; presents complex issues / data with a high level of clarity.
Actively seeks diverse set of opinions and ideas to improve decisions; views the involvement of employees who have a broad base of experience as an asset to the organization.
Establishes team accountability to achieve stretch targets; removes cross-departmental barriers; encourages self/team organization and empowers employees to deliver on results; inspires teams to work together to achieve common goals.
Creates a total service orientation in own and others’ performance by communicating and instilling a conviction of excellent service; leads and manages others in a customer first approach, acting as a role model in demonstrating customer care principles.
Proactively makes suggestions and comes up with new ideas; leads effective brainstorming sessions and builds on ideas and information from a variety of sources to propose useful alternatives to work practices / standard solutions.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Ability to effectively build relationships with customers, executive management, and other stakeholders through positive interaction and problem identification and resolution.
Demonstrates excellent judgment and decision making skills.
Ability to prioritize responsibilities and to organize workload to ensure that timeframes are met and the work is successfully completed within deadlines.
Demonstrated planning and project oversight/management skills.
Working knowledge of Network Infrastructure, LAN/WAN technologies, applications, remote access, and VPNs.
Working knowledge of virtual computing environments, ex. Citrix and VMWare.
Advanced knowledge of smart phones and tablets.
Expert knowledge of remote control tools to remotely resolve customer issues, ex. LogMeIn, SCCM Remote Tool.
Expert knowledge of the latest version of Windows and Mac Operating Systems and Microsoft Office.
Required qualifications:
H.S. Diploma or GED in General Courses.
5 years direct experience related to the duties and responsibilities specified as a network, telephone or desktop specialist experience in a 24x7 environment and considered highly skilled in the performance of this discipline.
Preferred qualifications:
Bachelor's Degree in Healthcare, Information Technology, General Studies or equivalent education/experience.
ITIL Foundations within 2 years of hire.
HDI Technical Support Professional within 2 years of hire.
Technical IS Certification, like CompTIA, A+, or Network+ within 2 years of hire.
6 years direct experience related to the duties and responsibilities specified as a network, telephone or desktop specialist experience in a 24x7 environment and considered highly skilled in the performance of this discipline.
Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.
About the department you will serve.
Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
About Providence
At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.
Check out our benefits page for more information about our Benefits and Rewards.
About the Team
Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment.
We are committed to cultural diversity and equal employment for all individuals. It is our policy to recruit, hire, promote, compensate, transfer, train, retain, terminate, and make all other employment-related decisions without regard to race, color, religious creed (including religious dress and grooming practices), national origin (including certain language use restrictions), ancestry, disability (mental and physical including HIV and AIDS), medical condition (including cancer and genetic characteristics), genetic information, marital status, age, sex (which includes pregnancy, childbirth, breastfeeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, genetic information, and military and veteran status or any other applicable legally protected status. We will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified caregiver or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.
We are a community where all people, regardless of differences, are welcome, secure, and valued. We value respect, appreciation, collaboration, diversity, and a shared commitment to serving our communities. We expect that all workforce members in our community will act in ways which reflect a commitment to and accountability for, racial and social justice and equality in the workplace. As such, we will maintain a workplace free of discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment.
Requsition ID: 168810
Company: Providence Jobs
Job Category: Operations & Support
Job Function: Information Technology
Job Schedule: Full time
Job Shift: Day
Career Track: Technical/Skilled Support
Department: 4011 SS IS STE CT SRVC OR
Address: OR Hood River 811 13th Ave
Pay Range: $33.90 - $54.74
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.
Check out our benefits page for more information about our Benefits and Rewards.
Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
