IT Service Desk Professional I

This is an IT contact center support role that includes supporting customers through various channels such as phone, chat and tickets submitted via our customer portal. This position includes, but is not limited to, support of clinical & desktop applications, as well as other technical troubleshooting.

• Using basic IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve customer support issues
• Using IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
• Provide maximum customer service and issue ownership
• Participate in a rotating on call and Saturday coverage schedule
• Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
• When necessary, escalate incidents to the appropriate next level support team
• Communicate with customers, providing status updates and follow-up to ensure satisfaction
• Communicate trends and undocumented issues to supervisor, seniors and other IT teams as necessary
• Complete additional tasks and projects as assigned by Service Desk leadership

• Associate s degree in Computer Science/Information Systems (or similar technical major) from an accredited college
• Six months of related experience
• A combination of related experience and/or technical certifications may be considered in lieu of the educational requirements
• Demonstrated ability to solve issues with healthcare/clinical applications
• Knowledge of computer, printer, and network troubleshooting and installation procedures
• Demonstrated ability to diagnose and troubleshoot Microsoft products
• Commitment to DaVita s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
• Demonstrated ability to work in a team environment, as well as independently
• Superior customer service skills and phone etiquette
• Excellent documentation skills
• Ability to work evening, weekend, and holiday coverage as needed and scheduled
• Ability to deal with confidential information and/or issues using discretion and judgment.