Sutter Health Workforce Management, Specialist 2 Service Desk in Mather, California
Provides first-level response to customers including phone, portal and other modes of incoming contacts to provide resolution of moderate technical problems, application support, work flow and information technology issues for customers. Provides timely resolution of issues/problems or escalates issue on behalf of customers to appropriate support teams, if necessary. Utilizes a broad range of experience and expertise in application, operating system and network troubleshooting. Addresses full range of customer needs around IS applications and technology. May be a point of contact to provide guidance to Service Desk Specialist 1. Subject matter expert in particular applications/technology.
Provide Tier I and II service and support by quickly triaging incoming contacts to ensure proper and speedy collection of minimum data sets and required information. Resolve issue if able or assign to Tier II and or route to a 2nd level group for resolution. As directed by Service Desk Leadership, may work on updating Knowledge, or any other special project as directed by leadership. Other duties as assigned.
Primarily supports the Enterprise Service Desk workforce management processes. Is responsible for running analytics, completes reporting, and provides recommendations for developing contact center schedules and maintaining established levels of call quality and customer service. Forecasts volume of customer contacts using available data and analytics tools; works with Service Desk Leadership to create and assign agent schedules and work assignments.
Associate's Required Or equivalent education/experience
3-5 years Experience in a service desk environment as would typically be acquired in 3 to 5 years. Required
3-5 years Healthcare information technology industry experience preferred. Preferred
3-5 years Demonstrated experience in supporting applications and/or technology via phone, email, or chat. Preferred
3-5 years Experience with the electronic health record in areas such as: build, configuration, master file maintenance (procedures, medications, decision support), and administration desired. Preferred
Organization: Sutter Health Information Services
Employee Status: Regular
Position Status: Non-Exempt
Job Shift: Variable
Shift Hours: 8 Hour Shift
Days of the Week Scheduled: Other
Weekend Requirements: Other
Schedule: Full Time
Hrs Per 2wk Pay Period: 80
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin (including possession of a driver's license issued to individuals who did not present proof of authorized presence in the U.S.), age, medical condition, physical or mental disability, military or protected veteran status, political affiliation, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical condition, genetic information or any other characteristic made unlawful by local, state, or federal law, ordinance or regulation. External hires must pass a background check/drug screening. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state, and local laws, including but not limited to the San Francisco Fair Chance Ordinance.