Client Support Specialist 2

Pay range: $25.18 - $37.77 per hour, based on experience.

This position comes with a comprehensive benefits package that includes medical, dental, vision, a 403(b) retirement plan, and a generous Earned Time Off (ETO) program.

ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE:                                      Client Support Specialist II  

REPORTS TO POSITION:         Service Desk Manager

DEPARTMENT:                         Information Technology

DATE LAST REVIEWED:          July 16, 2024

OUR VISION:                Creating America’s healthiest community, together

OUR MISSION:             In the spirit of love and compassion; better health, better care, better value

OUR VALUES:              Accountability, Caring, and Teamwork

DEPARTMENT SUMMARY: The St. Charles Health System Information Technology (IT) Team provides design, development, security, and support to a broad spectrum of computer hardware and software components, all working together for the benefit of departments throughout the organization. We partner with our customers to best leverage various technologies to achieve the best patient outcomes possible by implementing new hardware and software solutions, upgrading existing environments, protecting the data we store, and integrating different solutions to achieve a seamless experience.

POSITION OVERVIEW: The Service Desk Client Support Specialist II position delivers superior customer service to St. Charles Health System requiring information technology services, primarily over the telephone in a Service Desk environment using standard St. Charles Health System IT process methodology (such as ITIL and ITSM). The Service Desk role provides 2nd Tier problem resolutions. The role responsibilities include performing initial issue analysis, problem definition, ticket routing and escalation, and simple issue resolution. The position also includes actively monitoring incidents, answering user questions, and providing communication channels for IT within the user community.

The Service Desk role is a focal point for reporting incidents and for users making service requests. The role serves as a central point of contact between service providers and users/customers on a day-to-day basis. The Support Specialist II will work directly with Support Specialist I and III Service Desk team members to resolve issues within the team prior to escalation if possible.

This position does not directly manage any other caregivers.

ESSENTIAL FUNCTIONS AND DUTIES:

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient, and accurate. 

May perform additional duties of similar complexity within the organization, as required or assigned.

Responds to and resolves first-tier service requests from all St. Charles Health System’s clients.  Requests may be via telephone, e-mail, or in person.  Keeps customers informed about problem resolution status per Department policy.

Answers the telephone per Department standards within designated Service Level Agreement.

Performs and documents all necessary troubleshooting steps to resolve issues that can be resolved within the Service Desk prior to escalating. This role uses tools to provide remote support and service minimizing onsite support needs.  Routes Customer Service Requests, questions, and problems that cannot be addressed at the first level Tier One to appropriate support staff.

Based on client needs, determines a course of action to deliver resolution to desktop computing-related problems or requests.

Configures, tests, and troubleshoots printing services for all desktop computers.

Documents configurations, problem resolutions, installation methods, and other procedures used by Customer Support Specialists to deliver client support.

Configures and manages helpdesk tracking software.  Develops reports, draws conclusions, and suggests process improvements based on results.

Provides second-tier support for issues that are required to be escalated based on Service Level Agreement.

Responds to and resolves second-tier service requests from all St. Charles Health System clients.  Requests may be via telephone, e-mail, or in person.

Logs all problems and Customer Service Requests (CSRs) in designated tracking systems.

Routes Customer Service Requests, questions, and problems that cannot be addressed at the first level to appropriate support staff.

Keeps clients informed about problem resolution status per Department policy.

Initiates a Root Case Analysis and documents new problem resolutions and other procedures used by Customer Support staff as required.

Suggests and participates in improving procedures related client Service Level Agreements.

Troubleshoots, enforces, and maintains information standards for account creation and maintenance.

Works closely with other Information Technology teams to maintain security across network and intranet/internet.

Uses tools to provide remote support and service, minimizing on-site requests.

Supports the vision, mission, and values of the organization in all respects.

Supports Value Improvement Practice (VIP- Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients, and guests.

Conducts all activities with the highest standards of professionalism and confidentiality.  Complies with all applicable laws, regulations, policies, and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

EDUCATION

Required: High school diploma or GED required.

Preferred: Associate degree; courses specific to Information Technology

LICENSURE/CERTIFICATION/REGISTRATION

Required:  MCP in Desktop Applications or Operating Systems required or obtained within one year of employment.   

EXPERIENCE

Required: Three to six years in Information Technology and/or or a combination of education and experience that will enable performance of the full scope of the position.

Preferred: Healthcare experience recommended. Post graduate training in systems administration and operations recommended              

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

Travel:

Ability to meet SCHS driving requirements and travel to SCHS worksites as needed.

No Risk for Exposure to BBP

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