Associate User Support Analyst - Overnights, Radiology IT, Hybrid

Overview

A frontline support professional who provides end-user support, both over the phone and in person, for software and hardware issues related to medical image sharing and distribution. Receives, documents, and handles tickets. Responsible for providing information, attempting first call resolution, triaging and escalating requests for complex imaging request issues appropriately. Able to work as part of a team.

Responsibilities

• Provides frontline technical support in person, by telephone, via self-service tickets or other communication venues on moderately complex workflows and/or processes. Documents accurate assessment, analyzes, effectively troubleshoots and resolves or appropriately escalates issues.

• May monitor team work queues and takes ownership of tickets according to priority and daily assignments.

• Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.

• Responsible for obtaining pertinent information for ticket creation and providing a customer friendly resolution.

• May provide analysis functions in support of special projects.

• Maintain proficiency with tools necessary to the role, including current software platform for ticket and problem management.

• Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.

• Networks and collaborates with other IS teams.

• May present information in small group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties.

• May manage single-person projects as assigned, using proscribed workflows from inception through completion.

• Performs other duties as required or assigned

Qualifications

• High school diploma or equivalent preferred

Required Licensure/Certifications

• None

• Remote:Hybrid Remote

• Area of Interest:Information Systems/Technology

• Pay Range:$21.72/Hr. - $33.67/Hr.

• FTE/Hours per pay period:1.00 - 1.00 - 40 hrs/week

• Shift:Night

• Job ID:41679

Dartmouth Health offers a total compensation package that includes a comprehensive selection of benefits. Our Core Benefits include medical, dental, vision and life insurance, short and long term disability, paid time off, and retirement plans. Click here for information on these benefits and more:Benefits | DHMC and Clinics Careers

Dartmouth Health is an Equal Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy-related conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, veteran or military status, or any other status protected by applicable federal, state, or local law.

Dartmouth Health provides reasonable accommodations to qualified individuals with disabilities and to applicants and employees with sincerely held religious beliefs in accordance with applicable law. Applicants who require an accommodation during the application or interview process may [email protected] assistance.

Dartmouth Hitchcock Medical Center and Dartmouth Hitchcock Clinics comply with applicable Federal civil rights laws and do not discriminate on the basis of race, color, national origin, age, disability, or sex. We do not exclude or treat people differently because of race, color, national origin, age, disability, or sex.