IS Customer Service Analyst I – DTSREQ

Overview:

Job Description Summary:

Serves as the initial point of contact for IS-related issues by responding to requests for technical assistance by phone, email, electronic self-service, or in person.

Job Description:

Essential Functions:

• Gathers relevant information to assist in timely resolution of incidents and requests
• Identifies situations requiring urgent attention, to effectively prioritize and escalate to appropriate tier and 3 resources
• Provides accurate and timely logging and resolution of issues
• Takes ownership of customer issues, follows the status of issues on behalf of the customer, and communicates progress in a timely manner
• Assists the IS Service Desk with continuous process improvement.

Education Requirement:

Bachelor’s Degree or relevant experience, required.

Licensure Requirement:

(not specified)

Certifications:

A+ or Network+ Certification, preferred.

Skills:

Excellent troubleshooting and customer service skills.

Experience:

One year of experience providing IT customer support, required.

Physical Requirements:

OCCASIONALLY: Bend/twist, Climb stairs/ladder, Flexing/extending of neck, Hand use: grasping, gripping, turning, Reaching above shoulder, Squat/kneel

FREQUENTLY: Driving motor vehicles (work required) *additional testing may be required, Interpreting Data, Lifting / Carrying: 0-10 lbs, Lifting / Carrying: 11-20 lbs, Patient Equipment, Pushing / Pulling: 0-25 lbs, Pushing / Pulling: 26-40 lbs, Repetitive hand/arm use, Standing, Walking

CONTINUOUSLY: Computer skills, Decision Making, Problem solving, Sitting

Additional Physical Requirements performed but not listed above:

(not specified)

“The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individuals so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under their supervision. EOE M/F/Disability/Vet”

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