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Service Technician

Company Name:
PacificSource Health Plans
Provide technical support to internal and external users of the organization's computer systems by researching and answering questions, troubleshooting problems, maintaining workstation performance, and replacing equipment as needed. Work in a call center, monitor and respond to issues and requests, and provide both remote and desk-side support. Advocate for end users and provide follow-through as needed.
Essential Responsibilities:
1. Provide excellent internal and external customer service.
2. Build rapport with internal customers and peers.
3. Deliver exceptional technical support desk-side and using remote support technology.
4. Replace and upgrade computer equipment.
5. Quickly develop familiarity with the internal business organization
6. Obtain accurate problem details from users. Provide timely updates and feedback in issue tracking systems.
7. Prioritize issues, schedule requests and when necessary escalate to appropriate technicians.
8. Work with users as a first-level responder to identify and correct computing problems. Perform initial problem assessment and correct or refer requests; depending on level of complexity.
9. Utilize available internal and external resources to aid in problem resolution and process improvement.
10. Provide technical support in setting up complex multimedia equipment for multi -room meetings.
11. Update job knowledge by participating in educational opportunities.
12. Collaborate with co-workers to improve internal processes and promote a cohesive team.
Supporting Responsibilities:
1. Meet department and company performance and attendance expectations.
2. Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
3. Perform other duties as assigned.
Work Experience: Two years of Help Desk or Technical Support experience required.
Education, Certificates, Licenses: Requires high school diploma or equivalent.
Knowledge: Problem Solving, Help Desk Experience, Verbal Communication, Customer Service, Quality Focus, Basic System Administration.
Competencies
Our Values
Building Customer Loyalty
Building Strategic Work Relationships
Continuous Improvement
Adaptability
Building Trust
Work Standards
Contributing to Team Success
Planning and Organizing
We are committed to doing the right thing.
We are one team working toward a common goal.
We are each responsible for customer service.
We practice open communication at all levels of the company to foster individual, team and company growth.
We actively participate in efforts to improve our many communities-internally and externally.
We encourage creativity, innovation, and the pursuit of excellence.
Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.
Physical Requirements: Ability to move equipment weighing up to 50 pounds occasionally. This position requires the ability to work with equipment and wiring at table-top, floor, and ceiling level. Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.
Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.
PacificSource is an equal opportunity and affirmative action employer.
Date: 2014-03-21
Country: US
State: OR
City: Springfield
Postal Code: 97411
Job Type: Regular Full-Time

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