Help Desk Support, IS Enterprise Services, Days- Fully Remote

As an Help Desk Support Intermediate role is responsible for providing Tier 2 support to the Norton Healthcare internal customer base. Seeks to provide first call resolution for general office application issues, NHC custom or business applications issues, security access requests, and provide first contact support for NHC EMR System. Required to respond to customers via phone or email and work to resolve issues leveraging standard tools and procedures. The position is expected to resolve end user issues, provide timely documentation for all calls, and escalate issues when appropriate. Is an escalation point for more complex issues then the Tier 1 support and will leverage server and application administrative tools with escalated privileges to resolve user issues. This position is designed to work as directed by the department leadership and may receive direction from Senior Service Center Analysts when needed. Expected to consistently maintain or exceed service metrics set by the Enterprise Support Services leadership.

This role offers a hybrid work option. Initial training will take place at a Norton Healthcare facility, and you must be available to come onsite for business needs as required. Employees in this position must reside in Kentucky or Indiana.

• One year in a call center environment
• Support Center Analyst (HDI) Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership. AND A+ (IT Certification) Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership. AND Network+ (IT Certification) Upon hire or obtained within 12 months of hire. Credential maintained as defined by leadership.

Desired:

• Associate Degree
• Microsoft Certified Professional OR Microsoft Certified Solutions Expert