RelateCare Hiring for IT Help Desk Support [Level 3] Job at Cleveland, OH Full Time

Ability to work on a full-time basis with shifts between 09:00 AM and 6:00 PM Monday to Saturday (rotation)

Company Overview:

RelateCare is based in Waterford, Ireland with locations in Cleveland and Arkansas in the US. We specialize in connecting patients, providers and caregivers while ensuring that patients can access the right care at the right time and in the right place. RelateCare is a healthcare contact center providing on-site consultancy, outsourcing solutions, and shared services.

Information Services supports daily operations through partnered and direct support of business applications, end-user support, infrastructure maintenance, and innovation. As a member of the Enterprise Support team, Service Desk Analysts maintain and support business technologies. Successful candidates must possess and demonstrate sufficient technical and interpersonal communications skills to address an array of end-user support requests with minimum disruption to daily operations. As an entry level position, Level 1 Analysts will be assigned a mentor and training/experience benchmarks tailored to the employee’s needs and interests as determined by the Enterprise Support Manager. Specific responsibilities for each role are outlined as follows:

Roles and Responsibilities

Basic End-User Administration:

• Thin, Thick, and Laptop computer staging in alignment with company campaign requirements
• Active Directory Administration
• Remote Worker and Cloud Service account administration
• Telephone station configuration and setup

Triage and/or troubleshooting of End-User requests

• Engagement of End-Users in a timely manner as support requests arrive
• Problem Clarification and identification of required steps to resolution
• Reference appropriate knowledgebase and team experience for known issues
• Identify and engage mentor on complex or unfamiliar issues
• Ticket management and documentation
• Inventory and Asset Management:
• Complete shipping and receiving tasks as defined by Information Services policies and procedures when needed
• Obtain and log all required equipment identification fields into asset register
• Routinely audit and report stored equipment to Enterprise Support Manager
• Routinely audit and ensure appropriate employee / department allocation of registered assets
• Notify Enterprise Support Manager and assigned mentor of any equipment falling under assigned threshold.

System Administration

• Voice and Data service administration
• Server maintenance processing
• System patch management

Queue Management

• Monitor and maintain ticket backlog through self and team assignment
• Collaborative engagement within the Service Desk team to request and provide support where needed
• Knowledgebase Article Management – maintains accessibility and integrity of knowledge base articles through review and publishing activities of those written by L2 Analysts

Technical Lead

• Mentorship of Intern and L1 through daily/weekly engagement
• Active support of complex issues
• Active project engagement and escalation management
• Additional tasks as assigned by the Enterprise Support Manager and Director of Information Service

Qualifications and Education Requirements

• Recent or active engagement of continuing education with a focus on information technology (4-year degree or equivalent) (Alternative)
• Standards based technology certification 4+ years’ experience in working with or in a technical support role

Preferred Skills

• Proficiency in written and oral presentations Awareness of troubleshooting and documentation methodology
• Data gathering and analysis of various sources with ability to decipher pertinent from irrelevant information
• Leadership and collaboration

Job Type: Full-time

Schedule:

• 8 hour shift

Experience:

• IT Helpdesk: 1 year (Preferred)

Work Location: One location