Service Center Technician (Night Shift Starts Midnight)

About the position

The Service Center Technician role at Mercy involves providing technical support to customers, resolving issues, and ensuring the effectiveness of the desktop computing environment. This position operates on a night shift schedule and can be performed remotely, focusing on fulfilling customer requests and managing incidents in a timely manner.

Responsibilities
• Fulfill customer requests and resolve technical issues.
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• Respond to customer questions to ensure ongoing effectiveness of the desktop computing environment.
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• Manage events, service requests, incidents, and problems.
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• Provision access and contribute to continual service improvement.

Requirements
• Minimum of one (1) year experience in a Level 1 end-user support role.
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• High School Diploma and technical vocational training or equivalent work experience.
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• Ability to troubleshoot and resolve technical issues.
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• Fundamental understanding of end user computing in an enterprise environment (Windows 10, Active Directory, VPN, Citrix, etc.).
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• Ability to multitask between speaking with a customer and documenting a ticket.
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• Knowledge of standard business desktop software, OS, and hardware.
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• Good communication skills, both verbal and written.

Nice-to-haves
• Understanding of IT Service Management.
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• Service Desk or call center experience in an inbound call environment.
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• Healthcare experience.

Benefits
• Day-one comprehensive health coverage
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• Vision and dental coverage
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• Paid Time Off (PTO)
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• Tuition reimbursement
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• Employer-matched retirement funds