HELP DESK TECHNICIAN

Diagnostic Health Corporation, a multi-modality facilities offering a combination of outpatient diagnostic imaging services, including MRI, CT, X-ray, ultrasound, mammography, fluoroscopy, and nuclear medicine services currently has a Help Desk Technician position open at its corporate headquarters in Birmingham, AL.

POSITION SUMMARY

This position establishes a central point that users contact to report technical problems or address technical questions.  The successful candidate will be a self-starter with excellent communication skills that include a technical vocabulary.  The Help Desk Technician will evaluate user incidents, determine if the incidents are user, software, or equipment related and then assign the incidents to the appropriate IT area/individual for resolution.  In addition, the Help Desk Technician will record and track each incident in the customer service incident tracking application.

 

PRIMARY RESPONSIBILITIES

1) Answer customer support calls and assist users with inquiries and technical incidents in a timely manner

2) Improve the level of information service by providing incident resolution or forwarding inquiries to appropriate personnel/technician

3) Analyze incidents and inquiries to assign severity levels, assign incident resolution, and follow through on resolution

4) Log and input trouble tickets in the customer service incident tracking solution in order to analyze and track service response and problems to final resolution

5) Encourage and support a team environment.  Work with peers to equitably distribute incidents and escalations

6)Stay abreast of the latest technology.  Utilize in-house training opportunities to further personal development, as assigned by the Customer Service Lead

7) Discuss technology in simple, every day terms. 

8)Ability to work varying shifts to accommodate business needs (7am - 6pm)

 

QUALIFICATIONS

Work Experience:

Two (2) years computer desktop experience to include Microsoft applications, printers/faxes, scanners, and phones

Successful work experience identifying PC problems to a functional level

Successful work experience handling repetitive telephone calls

Experience working a help desk

Excellent communication skills

Ability to handle multiple tasks simultaneously

Healthcare experience/knowledge a plus

Proven track record of commitment to customer satisfaction

Education:

High School diploma or equivalent

Diagnostic Health Corporation offers a competitive salary and benefits package.  Qualified candidates should send their resumes with salary history and requirements to kathy.joiner@dxhealthcorp.com .  Please reference the Help Desk Technician position.  Resumes received without salary history will not be considered.  EOE