Services Desk Technician

at  AmSurg

POSITION SUMMARY:

The Services Desk Technician serves as a member of the Services Desk team and is responsible for inbound and outbound contact, handling Tier One technical support for all AMSURG employees.
Work Schedule: Our Services Desk Technician team members work a hybrid remote schedule of 2 days per week in our Nashville office and 3 days per week working from home.

KNOWLEDGE AND SKILLS:

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required:

• Exceptional customer service skills.
• Excellent verbal and written communication skills.
• Advanced ability to develop business relationships and communicate effectively with the user community.
• Ability to troubleshoot technical problems effectively and efficiently.
• Must be able to work independently with minimal supervision.

EDUCATION/EXPERIENCE:

• Associate’s Degree from an accredited College or University in a technical discipline preferred; equivalent relevant experience will be accepted in lieu of degree.
• 1+ years of technical IT/helpdesk experience preferred.
• 1+ year of recent experience working in a healthcare environment preferred.
• Advanced knowledge of Windows operating systems including 10 & 11.
• Excellent PC skills, including knowledge of MS Office technologies and other common desktop applications.
• Knowledge of Active Directory, Office 365, and other common platforms.
• IT Network skillset to include DHCP, DNS, firewalls, switches, and common network devices.
• Experience with various peripheral equipment including printers, scanners and copiers preferred.
• ITIL Foundations certification desired, but not required.
• MCSA, A+, Net+, VCA or similar industry certification desired, but not required.

OTHER QUALIFICATIONS:

Must be able to handle multiple, simultaneous tasks effectively and efficiently while maintaining a professional, courteous manner. Must be able to work well with others. Strong verbal and written communication skills required. Must be detail oriented and organized. High integrity, including maintenance of confidential information. Must be able to exercise good judgment and positively influence and lead others, including handling confrontations with poise and efficiency. Based on business need, the ability to work a flexible schedule, including some evenings and weekends as approved in advance. Must pass a background check and drug screen.

This position requires the knowledge and ability to accomplish any of the following responsibilities. Ownership of each may be assigned to an individual or shared equally among each member of the team.

• Provide front-line customer support for hardware and software issues.
• Prioritize tasks and log issues into Services Desk issue tracking software.
• Install new equipment, and support and troubleshoot PCs, printers, copiers, fax machines, telephones, and scanners for employees.
• Install upgrades to existing equipment as needed.
• Support Services Desk environment fielding systems questions.
• Support application, connectivity, and security issues with the internet portal applications.
• Adhere to all company policies and procedures, including Information Security Policies and ensure that AMSURG remains as secure as possible.
• Regular and reliable attendance is required.
• Other responsibilities as assigned by Director, Services Desk.