IS Customer Support Analyst I
Department: KATS - Service Desk
Schedule: Full Time
Shift: Varied Shifts
Hours: Rotating Shift Position
The IS Customer Support Analyst I serves as the first point of contact for customers seeking assistance via the telephone or self-service request. Performs remote troubleshooting techniques, including informative, clear and concise documentation within the ticketing system as well as asking relevant and pertinent questions to accurately diagnose the issue. The IS Customer Support Analyst I will walk the customer through the problem solving process, using layman’s terms to ensure understanding. Any issues that are not able to be resolved will be accurately reassigned to the next level of support for further troubleshooting steps. The IS Customer Support Analyst I should have a broad knowledge of all services and applications offered by the KATS department. They should be able to locate information either within the knowledge base system or by escalating to an Analyst II or III for assistance. The successful IS Customer Support Analyst I will display the following attributes: • Exceptional Customer Service skills utilizing appropriate professionalism and customer service training • Analytical Skills relevant to troubleshooting techniques • Judgment and Decision Making • Ability to work under stressful situations/calls • Displays professionalism and courtesy • Ability to work in a team environment Perform other duties as assigned.
Associates Degree or 2 years IT experience with no degree. Previous customer service experience preferred. Ability to engage in technical skills and abilities both in troubleshooting and user support. Attention to detail. Ability to utilize the primary Microsoft office products.
BLS is required for any RN, LPN, PCT, Patient Transporter or other direct patient care provider. Emergency Department, Intensive Care Units, PACU, Medical Emergency Team and Anesthesia require ACLS. Pediatrics, SICU, Emergency Department and Medical Emergency Team also require PALS.
Location/Region: Kingsport, TN (US)