Desktop Support Technician( Emr )

Customer-facing role supporting physicians and direct care clinics. Windows desktop support role with EMR experience a plus.

Responsibilities:

·Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options

·Route problems to internal 2nd and 3rd level ITsupportstaff using knowledge base articles

·Coordinate with level 2 and 3 andsupportstaff that provide hardware / software / network problem resolution

·Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's

·Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriatesupportteams if necessary and follow up until resolved.

·Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps

·Troubleshoot client software and basic network connectivity problems remotely using Bomgar

·Identify, evaluate and prioritize customer problems and complaints

·Participate in on-going training and departmental development

·Maintain quality standards for incident documentation and phone calls