Navvis
  • 10-Aug-2017 to 09-Oct-2017 (CST)
  • IT
  • Honolulu, HI, USA
  • Full Time

About Us:

Navvis, the healthcare growth and diversification company, is leading the charge to partner with organizations across America to transform healthcare. Our approach is totally different in that it enables volume-based growth through value-based performance, unlocking economic strength to drive transformation. We combine the right strategies with operational excellence, supported by an integrated technology platform, that creates a growth services organization for our partners in healthcare. We design, build, and manage uniquely deployed payment models, care delivery transformation systems, and physician alignment strategies, helping our healthcare partners deliver on their missions, expand their margins, and thrive in their markets.  www.navvishealthcare.com

Position Summary:

The Systems Support Technician will provide timely and accurate enterprise-level assistance to clients, diagnose and troubleshoot software applications and hardware problems and help clients navigate applications and programs. The Systems Support Technician will resolve network issues, configuring operating systems and using remote desktop connections to provide immediate support. The Systems Support Technician will use email and helpdesk applications to give clients answers to IT, hardware and software issues and will contact clients via phone and/or provide clear, written instructions and technical manuals for more complex problems.

Position Responsibilities:

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after trouble shooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain positive relationships with clients.
  • Other duties as assigned.

Preferred Qualifications:

  • 5-8 years proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
  • Hands-on experience with Windows/Linux/Mac OS environments.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and troubleshoot basic technical issues.
  • Familiarity with remote desktop applications and help desk software (Freshdesk, Zendesk).
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal.
  • Read and analyze application logs
  • Provide product knowledge, guidance, and support to internal teams.
  • Sharp troubleshooting and analytical abilities.
  • Thorough knowledge of Windows environment
  • General knowledge of industry principles
  • Interact with a wide range of customers and technical issues.

Degrees/Licensures:

  • BS degree in Information Technology, Computer Science or relevant field.
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
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