Ensign Services
IT Help Desk Escalation Resource
Ensign Services, Tempe, Arizona, us, 85285
Help Desk Escalation Resource
Quorum Services, Inc. ("QSI") is a fast-paced, dynamic company built to support multiple ancillary healthcare services and business lines is seeking an IT Specialist. QSI is known as the "Service Center" and provides the ancillary business lines and leaders it serves with "back-office" support in areas such as accounting, compliance, human resources, information technology, learning and development, legal and risk management. This structure allows the onsite leaders and employees to focus on day-to-day care and operational issues in their individual operations. What sets QSI apart from other companies is the quality of our most valuable resource - our people.
We take our core values of Celebration, Accountability, Passion for Learning, Love One Another, Intelligent Risk Taking, Customer Second, and Ownership ("CAPLICO") seriously. We want an individual in this role who will demonstrate these values through actions and words.
The Help Desk Escalations (HDE) Resource is responsible for providing expanded and more technical support for issues the Help Desk agents cannot resolve. The role will build off the Help Desk foundation, continuing to provide a level of Help Desk support while also taking on additional responsibilities related to mentoring the Help Desk team and being an agent of accountability to help drive success. The HDE Resource must ensure their continued growth in technical areas and develop strong working relationships with other IT departments. Resources are expected to provide a great customer service experience and maintain key performance standards that help drive success.
Job Outline & Expectations
The Help Desk Escalations Resource will be expected to -Be the main support contact at our Tempe, AZ service center for onsite needs.Be a resource for Help Desk agents, providing guidance related to technical or procedural questions. Be able to explain the WHY behind the troubleshooting and the things we do. This includes providing training as part of new agent onboardingAct as a point of escalation for issues that are more complex or require elevated access. This may require working with other IT departments to resolve the issue.Rapidly learn and integrate new practices into your troubleshooting and support processes, as well as share this knowledge in an easy-to-understand manner with Help Desk members.Gain a solid understanding of our lines of business and the priorities and goals of the field is an assetMay be required to be on call after business hours.Documentation of process and fixesLight Travel as neededPreferred Qualifications
2+ years of experience providing technical support and troubleshooting computer equipment preferred or comparable education/certificationsStrong troubleshooting methodologies and basic knowledge of, including but not limited to the following - Windows 10, Office 2013/2016/2019/365, Citrix fundamentals, Microsoft Exchange and Active Directory, Networking fundamentals and protocols, Information security practices, Computer Devices and Printer/Scanner configuration and supportOutstanding communication skills - ability to communicate clearly with internal employees, end-users, and third-party vendorsBe responsive to emails and other notifications or messages received. Ability to be proactive in your day-to-day responsibilities and work with minimal supervisionAbility to prioritize, multitask and work under time constraintsAbility to rapidly learn, and integrate new practices and knowledge into your troubleshooting and support processesAbility to be flexible and adapt to changes in regard to expectations and the organizationAbility to hold peers accountable for and work as a team to achieve successAbility to create, track, and manage a ticketing system
Additional Information
Compensation: $22.00-$27.00 DOE may be bonus eligible
Location: Based out of the Tempe, Arizona Service Center. All applicants must reside in the state and able to commute.
Position Type: Regular Full-Time Employee
Benefits: Medical, dental, vision, and life insurance, 401(k) with company match, vacation pay, holiday pay, fun and supportive work environment
Quorum Services, Inc. ("QSI") is a fast-paced, dynamic company built to support multiple ancillary healthcare services and business lines is seeking an IT Specialist. QSI is known as the "Service Center" and provides the ancillary business lines and leaders it serves with "back-office" support in areas such as accounting, compliance, human resources, information technology, learning and development, legal and risk management. This structure allows the onsite leaders and employees to focus on day-to-day care and operational issues in their individual operations. What sets QSI apart from other companies is the quality of our most valuable resource - our people.
We take our core values of Celebration, Accountability, Passion for Learning, Love One Another, Intelligent Risk Taking, Customer Second, and Ownership ("CAPLICO") seriously. We want an individual in this role who will demonstrate these values through actions and words.
The Help Desk Escalations (HDE) Resource is responsible for providing expanded and more technical support for issues the Help Desk agents cannot resolve. The role will build off the Help Desk foundation, continuing to provide a level of Help Desk support while also taking on additional responsibilities related to mentoring the Help Desk team and being an agent of accountability to help drive success. The HDE Resource must ensure their continued growth in technical areas and develop strong working relationships with other IT departments. Resources are expected to provide a great customer service experience and maintain key performance standards that help drive success.
Job Outline & Expectations
The Help Desk Escalations Resource will be expected to -Be the main support contact at our Tempe, AZ service center for onsite needs.Be a resource for Help Desk agents, providing guidance related to technical or procedural questions. Be able to explain the WHY behind the troubleshooting and the things we do. This includes providing training as part of new agent onboardingAct as a point of escalation for issues that are more complex or require elevated access. This may require working with other IT departments to resolve the issue.Rapidly learn and integrate new practices into your troubleshooting and support processes, as well as share this knowledge in an easy-to-understand manner with Help Desk members.Gain a solid understanding of our lines of business and the priorities and goals of the field is an assetMay be required to be on call after business hours.Documentation of process and fixesLight Travel as neededPreferred Qualifications
2+ years of experience providing technical support and troubleshooting computer equipment preferred or comparable education/certificationsStrong troubleshooting methodologies and basic knowledge of, including but not limited to the following - Windows 10, Office 2013/2016/2019/365, Citrix fundamentals, Microsoft Exchange and Active Directory, Networking fundamentals and protocols, Information security practices, Computer Devices and Printer/Scanner configuration and supportOutstanding communication skills - ability to communicate clearly with internal employees, end-users, and third-party vendorsBe responsive to emails and other notifications or messages received. Ability to be proactive in your day-to-day responsibilities and work with minimal supervisionAbility to prioritize, multitask and work under time constraintsAbility to rapidly learn, and integrate new practices and knowledge into your troubleshooting and support processesAbility to be flexible and adapt to changes in regard to expectations and the organizationAbility to hold peers accountable for and work as a team to achieve successAbility to create, track, and manage a ticketing system
Additional Information
Compensation: $22.00-$27.00 DOE may be bonus eligible
Location: Based out of the Tempe, Arizona Service Center. All applicants must reside in the state and able to commute.
Position Type: Regular Full-Time Employee
Benefits: Medical, dental, vision, and life insurance, 401(k) with company match, vacation pay, holiday pay, fun and supportive work environment