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Lead Help Desk Support Technician - IT Help Desk Support

Employer
Sanford Health
Location
Sioux Falls, South Dakota
Salary
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Industry
Healthcare
Role
Administrative
Job Type
Long-Term

Job Details


Job Title: Lead Help Desk Support Technician | IT Help Desk Support | Sioux Falls

City: Sioux Falls

State: SD

Department *: * IT Help Desk Support Technicians - Sioux Falls

Job Schedule: Full Time

Shift: Days

Hours Per Shift: 8 hr

JOB SUMMARY

Provides in-depth support and leads problem solving and implementation efforts for specific technology products or applications. Works with callers and other help desk technicians to resolve normal and unusual information system problems. Evaluates the efficiency of new tools and utilities, used for help desk services. Monitors and categorizes incoming calls, analyzes frequently-asked questions and defines procedures. Participates in the analysis of client-identified issues or problems which may require changes to procedures, standards or systems. Assist in taking calls and processing electronic requests as needed. Responsible for training new and existing staff on processes and procedures.

POSITION RESPONSIBILITIES

Contributes to the development and implementation of specific procedures. Interprets standard reports such as call trends, assignment and tracking reports. Maintains a sense of urgency and a positive attitude. Delivers written and oral communication, responds to questions and concerns, and produce specific outcomes and impact. Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations. Develops trust and credibility by acting in a consistent, genuine manner. Exhibits a personal standard of excellence marked by honesty and integrity. Clarifies individuals' responsibilities and work priorities and how their roles contribute to organizational goals. Facilitates the resolution of customer problems, issues, or concerns.

QUALIFICATIONS

Associate's degree required or five years' experience in a customer service role.
Help Desk Team Lead Certification preferred.

About Sanford Health:

At Sanford Health, we are dedicated to the work of health and healing.
Every day, we show that commitment by delivering the highest quality of care to the communities we serve.
We are leaders in health care and strive to provide patients across the region with convenient access to expert medical care, leading-edge technologies and world-class facilities.
In addition to strong clinical care, we are also committed to research, education and community growth.
We engage in medical research to not only discover innovative ways to provide care, but also cures for common diseases.
We continuously seek new ways to achieve our vision of improving the human condition here in your community, across the region and around the world.
The entire team at Sanford Health recognizes the value of healthy families and communities.
We continue to gain momentum and expand our reach. Together, we can make a positive difference now, and in the future.
Sanford is an EEO/AA Employer M/F/Disability/Vet.
If you are an individual with a disability and would like to request an accommodation for help with your online application,
please call 1-877-673-0854 or send an email to talent@sanfordhealth.org .

City: Sioux Falls

State: SD

Job Function: Information Technology

Job Schedule: Full Time

Shift: Days

Req Number: WD05045

Company

Sanford Health is excited to be on a journey of tremendous growth and momentum. With our vast geography, cutting-edge medicine, sophisticated research, advanced education and our own health plan, we are unique in what we do and how we do it. Through relationships built on trust and successful performance and a vision to improve the human condition, Sanford seeks to make a significant impact on health and healing. With a commitment to diversity and inclusion, our journey as an organization includes continually building on the diverse talents, experiences and beliefs of our employees, as well as the patients and communities we serve. We are proud to be from the Midwest and to impact the world. We look forward to joining with you in the journey.

Company info
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