Operations Support Specialist 6129-20
1 week ago
Responsibilities:
- Provide daily ongoing first point of contact support to clients through the Footprint ticketing system or other mechanism
- Prioritize regularly scheduled support activities along with urgent, often unscheduled support requests with a high level of responsiveness and time sensitivity
- Liaison between users and other team members including Database Administrators (DBA's), System Administrators, Network Administrators, Privacy and Security Specialists, and Software Subject Matter Experts
- Triage Footprints tickets to Subject Matter experts for resolution Ensuring all tickets are accurately categorized for reporting purposes
- Identify connectivity defects and assist in trouble shooting root cause
- Follow all established Service Management processes, and identify opportunities for improvement.
Skills:
Experience and Skill Set Requirements
Public Sector Experience:5 points**- 2+ years of experience working in the healthcare industry
Technical Skills:40 points**- 2+ years of experience providing technical support at Tier - Technical certifications: A+, ITIL Foundation Certification, or equivalent ITIL experience
- Technical knowledge of Windows and Linux servers and operating systems, and technology infrastructure
- Knowledge and Skills/Experience of Microsoft great Plains 2016, Quadrant Workforce, BSSI Health Financial Management Module, Citrix, AD account creation
Technical Skills:40 points**- Knowledge of Service Management Processes with 2+ years' experience in supporting remote clients. Experience triaging tickets, prioritizing, categorizing and handling service requests, incidents and problem tickets
Management and Communication Skills:15 points**- Proven track record for building strong working relationships
- Strong interpersonal, and verbal and written communication skills
- Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively
- Excellent analytical, problemsolving and decisionmaking skills
- A motivated, flexible, creative team player with perseverance, excellent multitasking abilities and a proven track record for meeting strict deadlines
Must Haves:
- 2+ years of experience providing technical support at Tier Technical certifications: A+, ITIL Foundation Certification, or equivalent ITIL experience
- Technical knowledge of Windows and Linux servers and operating systems, and technology infrastructure
- Knowledge and Skills/Experience of Microsoft great Plains 2016, Quadrant Workforce, BSSI Health Financial Management Module, Citrix, AD account creation
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