IT Service Center Specialist I

Do you want to work at one of the Top 100 Hospitals in the nation? We are guided by our values of Love and Excellence and are passionate about delivering health, not just health care. Come join us at ChristianaCare!

ChristianaCare, with Hospitals in Wilmington and Newark, DE, as well as Elkton, MD, is one of the largest health care providers in the Mid-Atlantic Region. Named one of “America’s Best Hospitals” by U.S. News & World Report, we have an excess of 1,100 beds between our hospitals and are committed to providing the best patient care in the region. We are proud to that Christiana Hospital, Wilmington Hospital, our Ambulatory Services, and HomeHealth have all received ANCC Magnet Recognition®.

ChristianaCare Offers:

• Medical, Dental, Vision, Life Insurance, etc.

• Two retirement planning offerings, including 403(b) with company contributions.

• Generous paid time off with annual roll-over and opportunities to cash out.

• 12-week paid parental leave

• Tuition assistance

• Incredible Work/Life benefits including annual membership to care.com, access to backup care services for dependents through Care@Work, retirement planning services, financial coaching, fitness and wellness reimbursement, and great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets and much more!

PRIMARY FUNCTION:

Provides basic level technical support and troubleshooting for all PC hardware, Mobile devices, software, and peripherals used throughout the Health System.

Must maintain a consistent high level of quality on a consistent basis, ensuring all details of incidents and password / service requests are met within defined and documented Service Desk SLA’s. This is a call center position that will require being at your desk taking calls, web, chat inquiries.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

· Consistently adheres to defined Service Desk processes and procedures, ensuring outlined KPIs (Key Performance Indicators) are met or exceeded.

· Effectively manages time to attend to intake queues, minimizing wait time and response time for customers.

· Records, tracks, and resolves or escalates incidents, password/service requests within defined and documented Service Desk SLAs.

· Engages in the knowledge management process to create or update knowledge articles.

· Escalate potential problems to Tier2 for further review from problem management perspective

· Strives to achieve the highest level of customer satisfaction.

· Proactively researches and stays abreast of new technology. Attends team training sessions to develop knowledge.

· Pursues learning opportunities for improving overall Quality of service

· Demonstrates the ability and willingness to cover off-hour shifts as needed, including holidays, to ensure the Service Desk is properly staffed 24x7

EDUCATION AND EXPERIENCE REQUIREMENTS:

· Obtained bachelor’s degree or commensurate experience in a discipline related to Information Technology and end-user support.

· Experience in Chat support in a technical environment preferred.

· Demonstrated, from past work experiences, the breadth and depth of knowledge to support a complex, dynamic information organization

· Acquired 2 or more years of IT Service Desk or IT Support experience.

· Hands on experience in Nursing / Health care information systems, especially electronic health record (EHR) systems is highly desirable.

SPECIAL REQUIREMENTS:

Open schedule availability as this role may require shifts for evening, overnight and weekend work.

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

Post End Date

EEO Posting Statement

ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program.  To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/