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IT Service Desk
Minnetonka, Minnesota  |  Remote, Onsite
Contract Position
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Applied on January 23, 2022
Job Id #52973 Posted December 29, 2021


Description:

  • The IT Service Desk (ITSD) supports and Group. The ITSD team supports more than 300,000 domestic and international employees while operating 24x7 year-round, including all holidays.
  • While taking in excess of 200,000 contacts per month the ITSD offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, and network issues. Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) issues.
  • We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry.
  • Ready to make a difference? Make yourself at home with us and start doing your life's best work(sm).
  • The ITSDs mission is to be the single point of contact for Group businesses by providing high quality, innovative and cost-effective technical support.
  • The Technical Support roles within the ITSD is fundamental part of a global IT support team, responsible for answering incoming calls, chats, email and web submissions from customers and resolving technical issues, while ensuring a high level of customer service and maximizing productivity.
  • The IT Service Desk team provides level 1 support to the & team members. Successful candidates will; handle ~ 60+calls/day with regard to all areas of Groups IT infrastructure and applications, they work with various internal support groups to escalate complex high priority/high impact issues, as well as ensure a high degree of customer service and focus.
  • Effective candidates will have shown at least two years r of experience resolving technical issues over the phone, demonstrated troubleshooting and technical ability, and an ability to effectively communicate technical solutions to non-technical customers.

Primary Responsibilities

  • Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high-volume call center environment that operates 24x7x365.
  • Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed.
  • Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal.
  • Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.
  • Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
  • Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
  • Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool.
  • Anticipates customer needs and proactively identifies solutions.
  • Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.
  • Escalate high priority, high impact issues to the internal support teams.
  • Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.).
  • Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time.
  • Work in a low-wall cubicle environment with moderate noise levels.

Qualifications

Requirements:

  • Bachelor's degree preferred, but HS Diploma/GED and 2+ years of experience accepted
  • 1+ year experience in a call center environment or equivalent
  • 1+ year experience providing Desktop or Deskside support in a large corporate environment.
  • 2+ years of experience in technical support (preferably in a help desk) with experience supporting from a level 1 to 2 perspective.
  • Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
  • Experience with Outlook as well as other MS Office applications (including Word, Excel and PowerPoint)
  • Experience with service ticketing/tracking systems (ServiceNow preferred).
  • Experience with a call routing system (VCC or WWE preferred).
  • Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred).
  • Must be a self-starter and able to work independently while being part of a decentralized team.

Assets:

  • Experience working in environment where success was gauged by balancing first call resolution, call handle time and, or other specific metrics
  • Experience assisting customers through alternate intake channels (phone and nonverbal channels like live chat, email, social media and web form submissions)
  • Typing speed of 50 WPM a plus
  • Experience working with a knowledge base or knowledge tool
  • Experience using and supporting IP phone systems
  • Experience with handheld devices
  • Experience with supporting MAC hard and software
  • Experience in a large corporate environment
  • Exposure to or knowledge of ITIL practices
  • Enjoys challenging troubleshooting situations and pays attention to details
  • HDI Service Desk Certification

What will set candidates apart:

  • 2+ years Help Desk Experience
  • 2+ years in a Call center Environment

Experience with Following:

  • Various IT Service Desk technologies/platforms – including ServiceNow, HP Service Manager, ACD Systems, Genesys, Cisco, Nice, SCCM, Altiris, WebEx, etc .
  • Supporting Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
  • Working with a knowledge base or knowledge tool
  • Using and supporting IP phone systems
  • Supporting Outlook, MS Office and handheld devices
  • Supporting customers through chat, email or web submissions

Team and Team size:

  • Hiring for 10 help desk analysts

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact hr@horizontal.com.

All applicants applying must be legally authorized to work in the country of employment.

EQUAL OPPORTUNITY EMPLOYMENT SURVEY

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Do you identify with one or more of the classifications of protected veterans below?

If yes, please indicate by checking the appropriate box below

Do you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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