Satellite Healthcare Help Desk Applications Support in San Jose, California

Requisition Number 18-0606

Post Date 8/9/2018

Title Help Desk Applications Support

Location Information Services

Job Status Full Time

Work Hours 40

City San Jose

State CA

Description

Satellite Healthcare is a successful, nonprofit organization that has improved the lives of people living with kidney disease since 1973. We earn our national reputation for excellent patient care each day by offering a complete range of dialysis therapy

choices, personalized clinical services, and unparalleled wellness education.

Satellite Healthcare provides expert, personalized kidney care at over 80 centers across the U.S. as well as at acute dialysis locations in California and Texas. Learn more about Satellite Healthcare at www.satellitehealth.com .

The Help Desk Applications Support position provides high quality professional technical/application support by using a broad technical experience base to directly assess, document, and resolve client issues in a timely manner. This role also participates

in conducting training sessions of the in-house developed clinical information system to dialysis clinicians.

Essential Functions:

The essential functions listed are not a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. All employees must work in accordance with Satellite’s I-CARE Standards. Employees must abideby all Satellite’s standards of patient care, patient’s rights and ethical treatment, and adhere to safety and quality programs.

  • Provides Tier I first line of support to our clients via email and phone

  • Assesses client issues and escalates service to senior level Tier II Support as necessary

  • Acts as a liaison between our clients and our Tier II Support to resolve various issues

  • Provides client support such as Webex/live training for in-house developed clinical application system

  • Provides application support such as training for various PC related applications

  • Creates, processes, and maintains detailed helpdesk tickets in our electronic ticketing system; accountable for addressing helpdesk tickets within established timeframe

  • Documents processes by writing guides for our clients

  • Accountable for outstanding customer service to all customers

  • Develops and maintains effective relationships through effective and timely communication

  • Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner

Requirements

Minimum Qualifications:

Any combination of education and experience that would likely provide the required knowledge, skills, and abilities as well as possession of any required licenses or certifications is qualifying.

Education: High school diploma, GED or equivalent; Bachelors in communication or similar preferred

Experience:

  • A majority of the following experience:

  • Two (2) years of technical helpdesk support experience

  • Two (2) years of customer service experience

  • Two (2) years of experience with software and web based application support

  • Two (2) years of Microsoft Office 2010 – 2013 (Word, Excel, PowerPoint) support

  • Two (2) years of Outlook 2010-2013 email support

  • Two (2) years of Operating System support including Window XP, Windows Vista, and Windows 7, Mac OS

  • Two (2) years of printer support experience

  • Experience with training, web design, tablet/handheld devices and the healthcare industry highly preferred

Knowledge, Skills & Abilities:

  • Excellent customer service, communication, teamwork, consistency and reliability

  • Strong listening and diagnostic skills

  • Strong application troubleshooting skills; must be able to ask questions that drive to discovery of a problem

  • Must be able to track down and test resolutions

  • Must be self-motived and be able to self-manage workload; able to multi-task

  • Develops and maintains a working knowledge of new and existing products

  • Knowledge of Microsoft Active Directory account management, Microsoft Exchange Management, and Service Desk ticketing system

  • Must be detail-oriented

  • Excellent written and verbal communication skills

  • Customer friendly attitude

  • Available for occasional on call duty on evenings and weekends

  • Ability to travel occasionally

Satellite Healthcare, Inc. (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability. Women and men, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. We offer a drug-free work environment.