Enterprise Support Center Analyst, IT Help Desk

Job Category: IT/Software Development Company: Regence Reference Code: 9190620 There comes a moment in everyone's life where they have the opportunity to impact the world around them. For Regence, and you, that moment is now. A not-for-profit insurance organization covering four states with some three million members, we provide people with the knowledge and assistance that lead to better health care decisions. But we can only do so through the incomparable dedication of individuals like you. Individuals who have the drive and ambition to make a difference. Enterprise Support Center Analyst, IT Help Desk rethink IMPACTWhat if health care could be different? And what if you could help make it different every day? At Regence, we're striving to transform health care from the inside out. It's a mission we passionately uphold, and one that guides every decision we make. And we seek the visionary, driven individuals bold enough to chart the future with us. Enterprise Support Center Analyst, IT Help Desk Seattle, WA Please Note:This position is 100% call center work responsible for first level customer support at the Enterprise Support Center. Bring your customer service skills to the following role:First level call center customer support includes prompt courteous service to our internal and external customers as they call the Enterprise Support Center for assistanceAssess and analyze the customers' problem and resolving the problemGather the appropriate problem/symptom information, document troubleshooting steps taken thus far and assess the customer impactIn the event of a system outage, escalate the issue to the problem coordination team Combine your experience and exceptional interpersonal skills with the following:Minimum of 1 year Support CenterHelp Desk industry experience Combination of technical education and customer service experience may substitute for 1 year help desk experienceTechnical certifications are preferred, including A+ and MCSE Computer proficiency with MS Word, Excel, PowerPoint, Access and VisioFamiliarity with current network technology, desktop technology industry standards and trendsExperience troubleshooting web-based applicationsCitrix technology knowledge and experience is desirableExperience using the Remedy ARS problem tracking software is highly preferredSuperior problem solving skills and a unique combination of customer service, communication and technical abilitiesAbility to resolve a majority of cases on the first call using standard troubleshooting methods including remote controlExcellent communication skills, a positive phone presence and unwavering commitment to customer service Technical aptitude and an ability to learn quickly and manage multiple prioritiesStrong attention to detail, administration and demonstrated organizational skills are requiredAbility to make determinations quickly and work well under pressureCapability to maintain a positive and constructive attitudeAbility to adapt to change and work effectively in a dynamic work environmentWillingness to work non standard hours as neededAbility to type 40 wpmHard work and dedication is rewarded at Regence: We offer a competitive salary and a generous benefits package.For consideration, please visit our Web site at www.regence.com/careers and Apply Online to Job #16579.We are an equal opportunity employer dedicated to workforce diversity and a drug and smoke-free workplace. Drug Screening and Background Check is required.www.regence.com/careers Together we can take charge. Apply Online: http://www.regence.com/careers