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Help Desk Technician - Level Two

Company Name:
Lumeris
Position Overview:
Join Our Growing Team
!
Lumeris(TM) provides the information technology, guidance, and operational services necessary for hospitals and health plans to transform their organizations into high-performing accountable delivery systems.
Our revolutionary technology platform for accountable care integrates data from disparate systems across the continuum of care, provides complete visibility into the clinical and financial performance of the enterprise, and delivers applications and information to key stakeholders at the point of thought. Lumeris also provides health care consulting and professional services that help organizations establish the necessary clinical and business processes, methodologies, and operational capacity to create their own successful accountable health care delivery systems.
The depth and breadth of our solutions - combined with the company's extensive real-world experience in accountable care - make Lumeris the ideal partner for any health care organization seeking the significant benefits of a better connected, aligned, and informed accountable delivery system.
Lumeris is privately owned by Essence Group Holdings Corporation (EGHC) and backed by investors including Kleiner Perkins Caufield & Byers, Camden Partners, and Sandbox Industries.
Why Join Lumeris
?
At Lumeris you will be part of team that is focused on solving a national healthcare problem. And you will have the ability to contribute while working for a purpose. Our environment is fast-paced and change oriented and is focused on growth and employee engagement. At Lumeris we believe talent is utilized best when given the opportunity to succeed. That is why we have removed the boundaries that inhibit success and focus on fostering an environment that allows employees to utilize their talents.
Provide basic support for the office productivity software and hardware used within the organization. The position is responsible for the first level support and must answer, evaluate and prioritize incoming phone and email requests for technical assistance, referring more complex and network requests to the next level of technical staff. The position will be primarily phone support.
Role and Responsibilities:
Provide contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
Uses advanced troubleshooting skills.
Courteously obtain and convey concise problem information for external and internal service personnel.
Provide accurate and timely logging of problems and resolution for problems in the Clarify problem management database.
Escalate problems as appropriate following HD procedures.
Act as a liaison and single point of contact between customers and other IT departments to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
Utilizes superior customer service skills.
Solve problems on Windows and Macintosh platforms with equal proficiency.
Maintain in-depth knowledge of HD supported products and services.
Review and update Help Desk documentation as assigned.
Install, configure and troubleshoot pc hardware, software and related peripheral equipment and broadband connections.
Basic user training on hardware and software
Arranging, organizing and inventorying equipment and stock when new stock arrives and old stock is disseminated
Other duties as assigned
Experience - Qualifications - and Education:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Two year certificate from college or technical school; or 1 - 2 years related experience or equivalent combination of educational and experience.
May be asked to work overtime as needed.
Demonstrated ability to effectively communicate by phone or in person.
Demonstrated writing ability.
Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
Demonstrated analytical and troubleshooting skills.
Demonstrated ability to work in the Help Desk environment.
Shows initiative and acts independently to resolve problems.
Demonstrated ability to manage multiple priorities and follow through on projects to completion.
Excellent organization skills and attention to detail.
Benefits
:
In addition to competitive salaries, challenging work assignments, and developmental opportunities, Lumeris offers employees a comprehensive benefits package to include medical, dental, vision, life insurance, short-term and long-term disability, paid time off (PTO), matching 401K, and tuition assistance.
For more information on Lumeris careers, please check out our web site:
Lumeris is an EEO/AA employer M/F/V/D.
To stay connected with exciting news and the latest job opportunities from Lumeris, follow us on Twitter: @LumerisJobs.
Company Description:
Lumeris(TM) provides the information technology, guidance, and operational services necessary for hospitals, health plans and physicians to transform their organizations into high-performing accountable delivery systems.
Our revolutionary technology platform for accountable care integrates data from disparate systems across the continuum of care, provides complete visibility into the clinical and financial performance of the enterprise, and delivers applications and information to key stakeholders at the point of thought. Lumeris also provides health care consulting and professional services that help organizations establish the necessary clinical and business processes, methodologies, and operational capacity to create their own successful accountable health care delivery systems.
The depth and breadth of our solutions -- combined with the company's extensive real-world experience in accountable care -- make Lumeris the ideal partner for any health care organization seeking the significant benefits of a better connected, aligned, and informed accountable delivery system.
Lumeris is privately owned by Essence Group Holdings Corporation (EGHC) and backed by investors including Kleiner Perkins Caufield & Byers, Camden Partners, and Sandbox Industries.

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