American Medical Response IT Support Services Help Desk Associate Level In in Greenwood Village, Colorado
IT SUPPORT SERVICES HELP DESK - ASSOCIATE LEVEL IN GREENWOOD VILLAGE, CORequisition ID 2020-11004 Location US-CO-Greenwood VillageEmployment Type Regular Full-Time MORE INFORMATION ABOUT THIS JOB SUMMARY: Under direct supervision, the Service Desk Associateprovides support to end users for PC, server or mainframe applications andhardware. May interact with network services, software systems engineeringand/or applications development to restore service and/or identify coreproblems. Simulates or recreates user problems to resolve operatingdifficulties. Recommends systems modifications to reduce user problems. Thisposition is staffed by beginners who have had sufficient background and/orexpe ESSENTIAL DUTIES AND RESPONSIBILITIES: * Respond to daily inbound telephone calls, emails and web base troubletickets regarding technical issues from AMR employees including but notlimited to hardware, software, email, enterprise applications, phonesystem, CAD s etc * Initiate the resolution of user and support issues, to ensure timelyresolution of problems and positive impact on user satisfaction. Usersatisfaction is determined by a customer set SLA * Rapidly resolve and respond to questions received via telephone,e-mails, letters, and callbacks. Communicate with end users on status oftheir issues * Convey problems to appropriate individual based on establishedguidelines and procedures. Refers more complex problems to intermediateand/or senior levels * Attend training sessions and assist in training workshops whennecessary * Participate in team projects that enhance the quality or efficiency ofhelp desk service * Assist in special product-related issues as needed * Develop business and technical writing skills. Where possible you maybe required to document technical process and procedures * Maintain and produce required reports * Problem solving management techniques to eliminate problems * Adhere to all company policies and procedures * Perform other duties as assigned MINIMUM QUALIFICATIONS: * High school diploma or GED, some college coursework in informationsystems or equivalent * 4-year degree or equivalent experience preferred. Entry levelexperience in desktop and network systems support * Basic knowledge of procedures, utilities and program scripts ispreferred * Good knowledge of business principles, knowledge of informationsystems, good interpersonal skills for client interaction, good oral andwritten communication skills, good analytical and problem solving skills,good knowledge of company products required. Superior communication andcustomer service skills required * Proven success in a fast paced, changing environment * Effective oral, written and interpersonal communications skills EEO STATEMENT EOE including Veterans and DisabledOPTIONSEmployer's Job# 2020-11004Please visit job URL for more information about this opening and to view EOEstatement.