IT Support Specialist

IT Support Specialist

Join Healthcare Services Group (HCSG) as an IT Support Specialist supporting our IT Department in Bensalem, PA. In this role, you will provide technical support and customer service to a decentralized workforce, assisting users with hardware, software, mobile devices, and other technology needs. At HCSG, we are passionate about positively impacting the communities we serve. If you share our commitment to excellence and providing exceptional service, join us and make a difference!

Available benefits for all employees:

• Free Telemedicine*
• Free Prescription Discount Program
• Free Employee Assistance Programs
• Get paid when you need it with PNC EarnedIt
• Financial Wellness Support from PNC Workplace Banking
• Hands-on-Training & Support
• Career Development
• Additional benefits may vary by location and eligibility. Additional benefits may include vacation, holiday, and sick pay, as well as medical, dental, vision, Employee Stock Purchase Plan, and other voluntary insurance products. Ask your interviewer for details.
• *Not available in AR.

Responsibilities:

• Providing first level contact and convey resolutions to customer issues
• Evaluate and prioritize issues arising from voicemail, email, and web requests from end-users.
• Manage support requests via Helpdesk software.
• Document all pertinent end user information and nature of problem or issue
• Walk customers through problem solving process
• Tracking progress and properly escalating unresolved queries to the next level of support
• Follow up with customers and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers' expectations
• Ensure proper recording, documentation and closure of ticket
• Recommended procedural modifications or improvements
• Writing and editing How To documentation
• Provide IT based support to a decentralized workforce
• Perform hands-on fixes at the desktop level, including installing/upgrading software and hardware.
• Ability to troubleshoot hardware and software issues in Windows environment as well as the setup and configuration of logical devices.
• Configure and support mobile devices (Android, iPhone).
• Coordinate the disbursement of company assets.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Train remote users on company assets and applications.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Qualifications:

• Proven working experience in providing Help Desk support
• Ability to absorb and retain information quickly.
• Working knowledge of Help Desk software; databases and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation, with the ability to present information in user-friendly language.
• Excellent oral and written communication skills required with the demonstrated ability to express oneself clearly and concisely
• Experience in desktop imaging technologies required.
• Experience with support of Windows Operating Systems, as well as troubleshooting software problems.
• Advanced knowledge of Excel, including advanced data management skills.
• Ability to troubleshoot printing/scanning failures at the machine level.
• Ability to work in a team environment and with individuals at various levels within the organization with minimal supervision.
• Highly motivated, energetic individual with strong ethics and commitment to quality who must be organized, detail oriented and a self-starter who is able to effectively begin and complete projects.
• Qualified candidates should have a minimum of an Associate's Degree or related experience and/or training.
• Candidates should also have at least 2 years prior experience in a Help Desk environment.

Ready to Join Us? If you're looking for an opportunity to apply your technical and customer service skills while supporting users across a large organization, apply today and grow your career with HCSG!

HCSG is proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage employees to bring their authentic, original, and best selves to work for a culturally inclusive team. We offer equal employment opportunities (EEO) to all employees and applicants regardless of race, color, religion, sex, national origin, age, disability, genetics, ethnicity, pregnancy status, gender identity, sexual orientation, marital status, political opinions or affiliations, veteran status, or other legally protected classes. HCSG also complies with applicable state and local laws and federal law requirements that govern nondiscrimination in every location where we operate.