Description

JOB PURPOSE:
Provides tier 1 phone support assisting with clinical and technical questions and issues for PHC work
force members. Responsible for all aspects of incident management including first level phone support
including logging, analyzing, resolving, and follow up on application functional issues. Perform timely
advanced technical duties regarding enterprise system and network monitoring and computer operations
in a distributed system environment. Remediate problems while identifying and escalating more complex
problems to appropriate service line for resolution.

KEY RESPONSIBILITIES:
1. Provides tier 1 Service Center phone support assisting with clinical and technical questions and
issues for PHC work force members.
o Answers phone calls and gathers information to determine the issue or problem.
o Obtains relevant information on caller, i.e., name, department, job, phone number.
o Delivers remote technical support for Piedmont Healthcare; includes problem recognition,
research, isolation and resolution steps, resolving basic problems and more complex
problems that the less experienced staff are unable to resolve.
o Explains to customer what to expect in terms of resolution.
2. Troubleshoots and isolates problems with applications or hardware.
o Systematically gathers information, sorts through complex issues, seeking input from
others as appropriate.
o Collects details concerning the nature, severity, onset and duration of the problem.
o Addresses root cause of incidents, and obtains consensus where possible.
o Communicates decisions to appropriate people following Piedmont Healthcare
established departmental processes.
o Alerts supervisor or Manager On-Call to any problem that may be widespread.
3. Determines customer need on calls requesting hardware, software, or system access.
o Obtains details on what the customer thinks he needs and why he needs it.
o Assesses whether a more cost-effective solution would adequately address the
customer’s needs.
o Discusses alternatives with customer.
o Explains approvals necessary.
o Instructs customer regarding approval procedure.
4. Resolves technical or support issues by instructing customer or taking control of the customer’s
PC or workstation, or takes other corrective action.
o Explains corrective action to customer so that customer can make changes necessary.
o Explains to customer what is needed to fix the problem, then holds the line to allow the
customer to opportunity correct the problem.
o Obtains agreement from customer to allow access to customer’s PC to help identify
problem.
o Takes control of customer’s PC/workstation and investigates possible causes of problem.
o Corrects problems 50% of the time for problems that can reasonably be corrected on the
first call. Promptly refers/triages all others.
o Follows up with customer to confirm incident is resolved.
5. For issues unable to resolve, refers to the appropriate person and follows through to ensure
completion of correction action.
o Explains to customer that the call is being referred for assistance.
o Transfers the call to the correct person.
o Ensures that commitments made to customer are met.
o Notifies supervisor of any problems remaining unresolved for more than two days.
6. Maintains documentation on each issue, course of action and status.
o Logs all relevant details concerning each call in tracking system.
o Logically document problem resolution steps, including actions taken and call status, for
review by others.
o Provides report to supervisor concerning calls, as requested.

KNOWLEDGE, SKILLS, ABILITIES
• Knowledge of basic principles and methods of information processing, operating systems, system
utilities and technical methodologies used in desktop applications support.
• Good listening, analytical and problem-solving skills.
• Ability to assess the needs of customers for IS-related requirements and get problems resolved.
• Ability to work independently and stay focused and friendly under pressure.
• Excellent communication, facilitation, project management, organizational and time management
skills.
• Skill and ability to handle multiple priorities and deadlines.
• Ability to work as a member of a team.
#LI-POST #GD