At Axia Women's Health, recognized as a Great Place to Work for a 3rd year in a row, our vision is to lead the way in improving women's health. At the core of achieving this is a caring, connected, and progressive community of over 400 providers across over 100 women's health centers in New Jersey, Pennsylvania, Indiana, Ohio, and Kentucky. The rapidly growing network spans OB/GYN physicians, breast health centers, high-risk pregnancy centers, two laboratories, urogynecology care, and fertility centers. Together, Axia Women's Health puts women first by delivering the personalized care needed for women to lead healthier, happier lives.
As a Level 1 Service Desk Technician at Axia Women's Health, you'll be our first line of support on a collaborative team that is hyper-focus on providing a superior computing environment to our over 100 Care Centers and nearly 2,000 clinical and administrative staff - M-F 8a-430p / 830a-5p
Essential Functions: - Responds to and resolves level 1 support requests across a wide variety of issues including
Windows OS, Office, eClinicalWorks, printing, Citrix and others. - Effectively troubleshoot issues using all tools at your disposal (KB, Previous tickets, Google)
- Record detailed notes of troubleshooting steps and include screenshots when applicable.
- Collaborate with level 2 staff to identify the best resource to escalate issues to resolve them as
quickly as possible. - MFA account resets
- Review call and ticket quality assurance results provided by management.
- Identifies opportunities to improve IT services and, in collaboration with the team, executes on
those opportunities. - Average calls times of 15 minutes or less
- Average ticket resolution rate of 75%
- Participates in a 24x7 on call rotation for off hours support (approximately one week every 3-4
months). - Other job duties as assigned.
- Part of on-call rotation - One week every 3 months - After hours support with vendor that basic troubleshoots but will request a page out to the on-call (along with Manager support)
Skills:
- Excellent organizational and coordination abilities
- Proficiency in English; excellent written and oral communication skills, excellent interpersonal skills
- Must be able to work creatively, calmly, flexibly and under tight deadlines in order to respond quickly and positively to shifting/multiple demands and opportunities
Experience and Education:
- Associates Degree in information technology or related field, or equivalent combination of experience and education
- At least one year of service desk experience preferred.
- Superior listening as well as written and oral communication skills. Ability to plan and organize
one's own work. - Must be able to work creatively, calmly, flexibly and under tight deadlines in order to respond
quickly and positively to shifting/multiple demands and opportunities. - In depth, up to date technical knowledge and hands on experience with Microsoft Windows,
Office 365, Citrix and Printing - Knowledge of eClinicalWorks or other ambulatory EHR systems a plus, but not required.
- Ability to exercise independent judgment and creative problem solving techniques in a highly
complex environment using leading-edge technology and or/integrating diverse technology
applications. - ITIL Foundations Preferred
- HDI Customer Service Representative Preferred
Full Time Benefits Summary
- Full time benefit-eligibility beginning the first of the month after hire
- Immediate 401(k) matching contribution with no vesting period
- Generous PTO offering with additional time off for volunteering
- Choice of multiple medical insurance plans to best meet your needs
- Access to Axia providers at little to no cost through Axia's medical insurance
- Axia-paid life insurance, short term and long term disability
- Free counseling for colleagues and family members, including parents and parents-in-law
- Access to discount on Hotels, Theme Parks, Gym Memberships, and more through the Great Works Perks Program
- Additional insurance options including dental, vision, supplemental life insurance, FSA, HSA w/ employer contribution, identity theft, long term care, pet insurance and more.
At Axia Women's Health, we're passionate about creating a community where our colleagues and patients feel empowered to be their full, authentic selves. We welcome all individuals - without regards to gender, race, ethnicity, ability, or sexual orientation - and proudly celebrate our individual experiences and differences.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Applicants must be currently authorized to work in the United States on a full-time basis.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.