SHIFT: Monday - Friday 6:00am-2:30pm LOCAL REMOTE to Massachusetts
Atrius Health, an innovative healthcare leader, delivers an effective system of connected care for more than 690,000 adult and pediatric patients at 30 medical practice locations in eastern Massachusetts. Atrius Health's 645 physicians and primary care providers, along with 420 additional clinicians, work in close collaboration with hospital partners, community specialists and skilled nursing facilities. Our vision is to transform care to improve lives. Atrius Health provides high-quality, patient-centered, coordinated, cost effective care to every patient we serve. By establishing a solid foundation of shared decision making, understanding and trust with each of its patients, Atrius Health enhances their health and enriches their lives. Atrius Health is part of Optum, a health services company focused on building the leading value-based care system in the country.
SUMMARY
Under general supervision, responds to queries, diagnoses problems, and performs basic troubleshooting via phone discussions with end-users. Includes problem recognition, research, isolation, and resolution steps for first level calls. Support consists of troubleshooting and resolution of all technology related issues and/or escalation to appropriate technology personnel. Typically, is able to resolve less complex problems immediately, while more complex problems are assigned to senior level support. May involve use of problem management database and help desk systems. Serves as first level of support at the Help Desk receiving calls via phone, e-mails or other means creating Help Desk tickets and assigning to the appropriate personnel for resolution. Works on assignments that are semi-routine in nature. Must be able to recognize deviations from standard practice. Receives general instruction on routine work and detailed instruction on new assignments.
EDUCATION/LICENSES/CERTIFICATIONS
High School diploma or equivalency certificate (e.g. GED, HiSET, TASC Test) from an accredited institution or governmental unit required with specialized training in Computer Science preferred.
EXPERIENCE
At least 1-3 years related experience troubleshooting & resolving computer related issues at a help desk.
SKILLS
Strong interpersonal and communication skills needed. Ability to define problems and propose solutions. Sound judgment with the ability to work in a fast-paced environment. Knowledge of PCs, Microsoft Office Suite products and basic networking experience.
Atrius Health is committed to a policy of non-discrimination and equal employment opportunity. All patients, employees, applicants, and other constituents of Atrius Health will be treated with respect and dignity regardless of race, national origin, gender, age, religion, disability, veteran status, marital/domestic partner status, parental status, sexual orientation, and gender identity and/or expression, or other dimensions of diversity.