Jr to mid level Help Desk Support - 100% remote but live in the Northeast US

Service Desk Professional I

Please include the following questions and answers at the top of each resume submitted:

Can you pass a drug test and background check?

Do you have a stable internet connection at home and understand you will be issued a desktop, not a laptop?

Do you have experience learning a new proprietary software? Please provide an example.

Are you able to work between the hours of 5 am and 9:30 PM ET? The schedule is 8:30 - 5 pm for the first 3 months.

New class begins October 5th. Interviewing ASAP.

Job duties -
Using basic IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve customer support issues
Using IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
Provide maximum customer service and issue ownership
Participate in a rotating on call and Saturday coverage schedule
Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
When necessary, escalate incidents to the appropriate next level support team
Communicate with customers, providing status updates and follow-up to ensure satisfaction
Communicate trends and undocumented issues to supervisor, seniors and other IT teams as necessary
Complete additional tasks and projects as assigned by Service Desk leadership

Skills

If working from home a private, dedicated office / work space is required, as well as a strong wired internet connection for the provided desktop pc.
Associate s degree in Computer Science/Information Systems (or similar technical major) from an accredited college
Six months of related experience
A combination of related experience and/or technical certifications may be considered in lieu of the educational requirements

• Demonstrated ability to solve issues with healthcare/clinical applications

Knowledge of computer, printer, and network troubleshooting and installation procedures
Demonstrated ability to diagnose and troubleshoot Microsoft products
Commitment to DaVita s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
Demonstrated ability to work in a team environment, as well as independently
Superior customer service skills and phone etiquette
Excellent documentation skills
Ability to work evening, weekend, and holiday coverage as needed and scheduled
Ability to travel up to 5%

Ability to deal with confidential information and/or issues using discretion and judgment.