Satellite Healthcare Help Desk/Applications Support Engineer in Redwood City, California
Requisition Number 17-0802
Post Date 8/4/2017
Title Help Desk/Applications Support Engineer
Location Corporate HQT
Job Status Full Time
Work Hours 40
City Redwood City
Satellite Healthcare is a successful, nonprofit organization that has improved the lives of people living with kidney disease since 1973. We earn our national reputation for excellent patient care each day by offering a complete range of dialysis therapy
choices, personalized clinical services, and unparalleled wellness education.
Satellite Healthcare provides expert, personalized kidney care at over 90 centers across the U.S. as well as at acute dialysis locations in California and Texas. Learn more about Satellite Healthcare at www.satellitehealth.com .
The Help Desk/Applications Support Engineer position provides high quality professional technical/application support by using a broad technical experience base to directly assess, document, and resolve client issues in a timely manner. This role also participates
in conducting training sessions of the in-house developed clinical information system to dialysis clinicians.
The essential functions listed are not a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. All employees must work in accordance with Satellite’s I-CARE Standards.
Provides Tier I first line of support to our clients via email and phone
Assesses client issues and escalates service to senior level Tier II Support as necessary
Acts as a liaison between our clients and our Tier II Support to resolve various issues
Provides client support and training using remote assistant tool such as Webex, GoToMeeting, GoToAssist
Conduct live training to the team for new enhancement and feature for our in-house developed clinical application system
Provides application support such as training for various PC related applications
Creates, processes, and maintains detailed helpdesk tickets in our electronic ticketing system; accountable for addressing helpdesk tickets within established timeframe
Create user guides for our clients
Conduct site visit to observe and report any customer issues and recommendation to CS Manager
Responsible for driving the Satellite Healthcare culture through values and customer service standards
Accountable for outstanding customer service to all external and internal customers
Develops and maintains effective relationships through effective and timely communication
Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner
Any combination of education and experience that would likely provide the required knowledge, skills, and abilities as well as possession of any required licenses or certifications is qualifying.
Education: High school diploma, GED or equivalent; Bachelors in communications or similar preferred
Two (2) years of customer service and helpdesk support experience
Experience with training, web design, tablet/handheld devices and the healthcare industry highly preferred
Knowledge, Skills & Abilities:
Excellent customer service, communication, teamwork, consistency and reliability
Strong listening and diagnostic skills
Strong application troubleshooting skills; must be able to ask questions that drive to discovery of a problem
Must be able to track down and test resolutions
Must be self-motived and be able to self-manage workload; able to multi-task
Develops and maintains a working knowledge of new and existing products
Knowledge of Microsoft Active Directory account management, Microsoft Exchange Management, and Service Desk ticketing system
Must be detail-oriented
Excellent written and verbal communication skills
Customer friendly attitude
Must be flexible to work different shifts as needed
Ability to travel occasionally
Able to read, write, speak, understand and satisfactorily communicate with others in English in person, over the phone and via email
Satellite Healthcare, Inc. (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability. Women and men, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. We offer a drug-free work environment.