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

State CA

Description

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.

Essential Functions

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

Requirements

Minimum Qualifications

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

Experience:

  • 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.