How You’ll Help Transform Healthcare:

Provides initial employee advanced support for technical inquiries received via phone, email, and messaging applications.
 

Responds to and diagnoses advanced problems through discussion with users, which includes trouble shooting and resolving issue or incident escalation. Quickly identifies client issues and utilizes existing knowledge, tools, and resources to resolve client issues during first contact. Handles escalated problems, handling time sensitive and high level issues. Troubleshoots software and hardware issues on laptops, desktops, tablets, and/or smartphones. Resolves support requests with a high degree of customer service. Assists with “how to” questions to educate clients while providing support as needed. Submits knowledgebase articles for review. Assesses the nature of the call, resolves Level 1 issues, and escalates to the appropriate work groups, when necessary. Documents all client, vendor, and team contacts in ticketing system. Logs support tickets in Carilion’s IT Service Management System. Monitors network operations including troubleshooting, opening Verizon support tickets, and notifying key stakeholders. Mentors others by assisting with questions in Microsoft Teams chat, shadows new hires and provides constructive feedback. Interacts with clients, vendors, and multiple teams via phone calls, emails, and Microsoft Teams to provide resolution to problems and other requests as necessary. Provides effective and timely resolution of users’ problems, queries. What We Require:

Education: Associate degree or two industry certifications

Experience: 2 years

Licensure, certification, and/or registration: Prefers one of the following: CompTIA A+, CompTIA Network+, CompTIA Security+, Epic Proficiency in any module, any Microsoft certification, associate degree with IT emphasis, or Help Desk certification from HDI. Requires a minimum of 15 hours of continuing education hours per year to maintain current knowledge of relevant product offerings and methods of support delivery, to provide technically accurate solutions to customers.

Other Minimum Qualifications: Intermediate to advanced knowledge of LAN/WAN, Active Directory, mobile devices (Apple and Android), Microsoft Operating Systems, Microsoft Office 365 applications Familiar with MacOS. Ability to understand and follow specific knowledge documents and procedures, learn new tools, programs, and technical skills, strong documentation, critical thinking.

 

About Carilion

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.

 

Requisition Number: 149856 
Employment Status: Full time 
Location: Technology Services Group 
Shift: Day 
Shift Details: Sat-Wed 7a-4p
Recruiter: MARK A MISKOVIC 
Recruiter Phone:  
Recruiter Email: mamiskovic@carilionclinic.org
For more information, contact the HR Service Center at 1-800-599-2537.

Equal Opportunity Employer

Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity

Carilion Clinic is a drug-free workplace.