Service Desk Technician I

    • Job Tracking ID: 512935-662396
    • Job Location: Meridian, ID
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: December 20, 2018
    • Years of Experience: Up to 2 Years
    • Starting Date: January 8, 2019
    • Salary Type:: Hourly
    • Rate:: $15.23
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Job Description:

Are you ready for a new career path?
Do you want to land a more fulfilling job than the one you're in now?
Are you looking for a company that values Integrity, Initiative, Good Judgment, and Teamwork?
As a part of our continued growth, we are searching for the right individuals to join our team!

We are looking for individuals with a strong desire to embrace and represent our unique culture founded on our Core Values of Integrity, Initiative, Good Judgment and Teamwork and our passion for changing lives through leadership development.

AmeriBen is a leader in the benefits administration industry with a strong track record for consistent double-digit growth (doubling every five years for the past 30 years). We are experiencing nationwide growth and need effective, dynamic leaders with good values to help us continue this momentum.

There's an energy and excitement here, an opportunity to work with a diverse culture while sharing a goal to improve the lives of others, as well as our own. The result is a culture of performance that's driving the health care industry forward.

Job Summary

The Service Desk Technician I is responsible for the support of end users. Identifies, researches, and resolves technical problems, and responds to telephone calls, emails, ticket system, and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. In this role customer service is the main part of this position. Deescalates the situation, reassuring the customer first and then fixing the issue.

Key Result Areas

  • Identifies, diagnoses and resolves technical hardware and software issues reported by users.

  • Triages and seeks to understand scope of issue and documents the issue effectively within the ticket system. Escalates all other issues to appropriate resource.

  • First responder to issues reported by users. Uses unrivaled customer service and communication to build relationships with internal employees and clients, and ensures that all ticket transactions meet turn-around-time targets.

  • Identifies and organizes requests according to priority. Uses tools available such as due date, urgency, impact, and scope of issue to prioritize requests. Upchannels prioritization difficulties to direct supervisor if needed.

  • Delivers, tags, sets up, and assists in the configuration of end-user hardware, software and peripherals.

  • Understanding and operation of FTP transmissions and associated applications.

  • Complies with HIPAA regulations in privacy and security.

  • Provides user education using non-technical terms, and may provide small group trainings to develop others.

  • Follows standard and documented Service Desk procedures.

  • Logs all Service Desk interactions within the ticket system.

  • Uses good judgment in assisting TSC Team members and Administrators as directed.

  • Reacts to change productively and handles other essential task as assigned.

  • Performs other duties as assigned or needed.

Experience and Skills:

Minimum Qualifications

  • High school degree or equivalent.

  • Technical certifications such as, but not limited to, A+, Security+, Network+ are highly recommended.

  • Operating Systems- Microsoft Windows 7 or above.

  • Basic troubleshooting skills.

  • Good working knowledge of Microsoft Word and Excel or other comparable software programs.

  • Other IT industry applications and Service Desk procedures are beneficial.

  • Experience with VMWare, VSphere and VMView is a plus.

  • Ability to use good judgment in problem solving.

  • Good interpersonal, organization & leadership skills.

  • Ability to work independently and take initiative without supervision.

  • Goal oriented, with personal career plans related to technology.

  • Extremely positive attitude, with strong drive to help others and demonstrate excellent teamwork.

  • Some physical effort is required which may involve long periods of standing, walking, bending, reaching, stretching, climbing or similar activities as well as lifting or moving items weighing up to 50 pounds.

  • Types 45 wpm, 10-key and computer knowledge.

  • Able to demonstrate excellent attendance and punctuality.

  • Excellent customer service attitude and professionalism.

  • Demonstrate Accuracy, Customer Service, Timely Turn-Around (ACT).

  • Exceptional verbal and written communication skills.

  • Proficiency using Microsoft Office (Word, Excel, Outlook, etc.).

  • Ability to work efficiently, perform multi-tasking, prioritize tasks, and meet tight deadlines.

  • Possess a high degree of integrity and discretion, as well as the ability to adhere to both company policies and best practices.

  • Ensure compliance with security practices and procedures, including HIPAA and HITRUST standards.

  • Ability to efficiently and effectively perform the Key Result Areas with or without a reasonable accommodation without posing a direct safety threat to others or self.

  • Protect and enhance the Core Purpose and the Core Values of AmeriBen.

    AmeriBen is an Equal Opportunity/Affirmative Action Employer committed to creating an environment of diversity and inclusion for equal employment and advancement opportunities to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, national origin, sex, sexual orientation, gender identity and/or expression, genetic information, disability, veteran or military status, or any other category protected by federal, state and/or local law.

    If you are unable to use our online application process due to a disability, please contact the Human Resources Department at humanresources@ameriben.com