US Anesthesia Partners

  • IT Service Desk Support Specialist

    Metro Area Dallas/Fort Worth, TX
    Job ID
    2018-2271
    Location
    US-TX-Dallas
    Function
    Information Technology
    Employment Status
    Full-Time
  • Overview

    U.S. Anesthesia Partners (USAP) is the largest single-specialty anesthesia practice in the country with over 4,000 clinical providers and associates.  By joining our team you will participate in a highly collaborative and dynamic environment.  As an organization we are mission focused on delivering the highest quality in patient care and you will be directly supporting our talented clinical team.  We extend this same commitment to quality to our associates and supply tools and resources that will ensure we win in the healthcare marketplace and support of USAP.

     

    We are proud of our inclusive people culture that supports our associates to perform at their best.  USAP is an equal opportunity employer.  Candidates with physician services or related health care experience is a plus. We offer a competitive benefits package. 

     

    The IT Service Desk Support Specialist is responsible for providing excellent customer service and support to all USAP associates by managing IT requests, incidents, and problems. Through effective use of written and verbal communication, the IT Service Desk Support Specialist sets and manages expectations with the customer by adhering to our ITIL-based Incident and Problem Management policies. Moreover, the IT Service Desk Support Specialist must be able to support customers by assisting members of the IT team by completing software installation and computer imaging requests, perform user account administration tasks, and support various IT initiatives by leveraging a variety of enterprise tools and utilities. The position may require travel up to 5% of the time.  All new hires must submit to and pass pre-employment background and drug screens before starting work with USAP. 

    Responsibilities

    Incident Management

    1. Log all IT Service Desk interactions and/or problem reports received via phone call or e-mail into USAP ITSM platform
    2. Set SLA priority of all incoming incidents
    3. Appropriately route and assign incidents within the IT department
    4. Manage ITSM platform including the USAP IT Knowledge Base
    5. Content stewardship of USAP IT Knowledge Base
    6. Advise on escalation requests
    7. Monitor the incident through its lifecycle
    8. Minimize time to resolve customer incidents by leveraging existing and new knowledge to resolve incidents during the initial call
    9. Maximize availability to support incoming incidents
    10. Consistently provide clear and accurate information when communicating with customers and IT team members
    11. Partner with IT team members resolve incidents
    1. Provide moderate support of laptops, desktops, workstations, mobile devices, and applications utilized by customers
    2. Actively update existing procedures relating to the IT Service Desk team’s responsibilities.
    3. Own assigned projects and tasks within the IT Service Desk team.
    4. On-call, weekend and after-hours support may be required to maintain systems and support customers
    5. Travel up to 5%

    Qualifications

    • Associate’s degree (Bachelor’s degree preferred) or equivalent work experience is required
    • One year of experience in providing end-user support
    • Rudimentary knowledge of:
      • Windows, Microsoft applications (e.g., Office suite, Dynamics, Lync/Skype for Business)
      • Enterprise ticketing and asset management solutions (e.g., Track-It!, Altiris, SCCM, LANDesk, ServiceNow, Remedy, Zendesk)
      • System imaging and deployment (e.g., Ghost, MDT, SmartDeploy)
      • Mobile devices (e.g., iOS and Android devices, wireless data cards)
      • Antivirus and malware clients
      • Computer components (video cards, processors, RAM, SSD, HD)

    US Anesthesia Partners, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

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