Technical User Support Analyst Job at Highbrow LLC in Mounds View
Highbrow LLC, Mounds View, MN, United States
Technical User Support Analyst
Location: Mounds View, MN
6 Months+
Job Description
MUST HAVE (Minimum Qualifications)
High school diploma (or equivalent) and 2+ years of experience
Job Responsibilities
A DAY IN THE LIFE
Take inbound call center calls routed to the HCIT queue during normal business hours
Make outbound calls requested by our customer
Respond to e-mail generated tickets in ServiceNow
Sign-up for 1 on-call shift per quarter (available for 1 week at a time during non-live support hours)
On-call hours to provide support coverage after hours
Holiday hours to provide support during holiday shifts
Report customer feedback to regulatory bodies, and held to a high standard of excellence in complaint handling
Manage mobile devices across multiple instances of our mobile device management platforms.
Troubleshoot device enrollments and registration, app installation, software/firmware errors, hardware errors, and OS configuration
Process broken, lost, or stolen devices
Triage and escalation of support requests, infrastructure issues, and customer enhancement requests
Support mobile printers and peripherals, and offer best-effort-support for extended technologies that interface with our mobile devices
Coordinate with multiple internal departments to resolve customer issues (Deployment, Marketing, Repair, Supply Chain, Engineering, etc.)
Answer IT related questions from internal departments
Test software and hardware in development and production
Prepared for disaster recovery protocols
Networking with IT and non-IT representatives within business groups
Direct impact to customer experiences with Client products
Provide troubleshooting and technical support to end users by telephone in a call center/help desk environment
Track every interaction with callers to ensure high accuracy of logging and documentation
Utilize customer service skillset to provide technical knowledge and training to callers
Identify issue trends and proactively address potential high impact issues
Work with technical, sales, customer service, and/or marketing staff to prepare support for new products and service offerings
Provide IT Services for…
Non-Therapy Application Support
Installation
Configuration
Connectivity
Passwords
Device Deployment and Technical Support
Lost / Stolen Device Processing
Knowledge Management
Process Documentation
Consumer Mobile Devices
Medical Accessories
Medical Mobile Apps
Consumer Apps
Printing
Healthcare Patient Management Platforms
Complaint Handling
Report Processing
Physical demands include…
While performing the duties of this job, the employee is regularly required to be independently mobile.
The employee is also required to interact with a computer and communicate with peers and co-workers.
Must be able to travel independently to various buildings/sites
Ability to operate in a 24×7 operation – some on call and after-hours time is required
Must be able to lift or move (i.e., computers, servers, consumer mobile devices etc.) weighing up to 50 pounds
Responsibilities may include the following and other duties may be assigned.
Resolves technical problems that originate by telephone in a call center/help desk environment.
Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
Provides technical support to users for either PC, server or mainframe applications and hardware.
Answers questions regarding system procedures, on-line transactions, systems status, and downtime procedures.
Interacts with network services, software systems engineering and/or applications development to restore service and/or identify problems.
Maintains a troubleshooting tracking log ensuring timely resolution of problems.
Recommends systems modifications to reduce user problems.
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Location: Mounds View, MN
6 Months+
Job Description
MUST HAVE (Minimum Qualifications)
High school diploma (or equivalent) and 2+ years of experience
Job Responsibilities
A DAY IN THE LIFE
Take inbound call center calls routed to the HCIT queue during normal business hours
Make outbound calls requested by our customer
Respond to e-mail generated tickets in ServiceNow
Sign-up for 1 on-call shift per quarter (available for 1 week at a time during non-live support hours)
On-call hours to provide support coverage after hours
Holiday hours to provide support during holiday shifts
Report customer feedback to regulatory bodies, and held to a high standard of excellence in complaint handling
Manage mobile devices across multiple instances of our mobile device management platforms.
Troubleshoot device enrollments and registration, app installation, software/firmware errors, hardware errors, and OS configuration
Process broken, lost, or stolen devices
Triage and escalation of support requests, infrastructure issues, and customer enhancement requests
Support mobile printers and peripherals, and offer best-effort-support for extended technologies that interface with our mobile devices
Coordinate with multiple internal departments to resolve customer issues (Deployment, Marketing, Repair, Supply Chain, Engineering, etc.)
Answer IT related questions from internal departments
Test software and hardware in development and production
Prepared for disaster recovery protocols
Networking with IT and non-IT representatives within business groups
Direct impact to customer experiences with Client products
Provide troubleshooting and technical support to end users by telephone in a call center/help desk environment
Track every interaction with callers to ensure high accuracy of logging and documentation
Utilize customer service skillset to provide technical knowledge and training to callers
Identify issue trends and proactively address potential high impact issues
Work with technical, sales, customer service, and/or marketing staff to prepare support for new products and service offerings
Provide IT Services for…
Non-Therapy Application Support
Installation
Configuration
Connectivity
Passwords
Device Deployment and Technical Support
Lost / Stolen Device Processing
Knowledge Management
Process Documentation
Consumer Mobile Devices
Medical Accessories
Medical Mobile Apps
Consumer Apps
Printing
Healthcare Patient Management Platforms
Complaint Handling
Report Processing
Physical demands include…
While performing the duties of this job, the employee is regularly required to be independently mobile.
The employee is also required to interact with a computer and communicate with peers and co-workers.
Must be able to travel independently to various buildings/sites
Ability to operate in a 24×7 operation – some on call and after-hours time is required
Must be able to lift or move (i.e., computers, servers, consumer mobile devices etc.) weighing up to 50 pounds
Responsibilities may include the following and other duties may be assigned.
Resolves technical problems that originate by telephone in a call center/help desk environment.
Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
Provides technical support to users for either PC, server or mainframe applications and hardware.
Answers questions regarding system procedures, on-line transactions, systems status, and downtime procedures.
Interacts with network services, software systems engineering and/or applications development to restore service and/or identify problems.
Maintains a troubleshooting tracking log ensuring timely resolution of problems.
Recommends systems modifications to reduce user problems.
#J-18808-Ljbffr