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User Support Analyst Telecommunications partially remote, hybrid

Dartmouth-Hitchcock Health
Lebanon, NH Remote Full Time
POSTED ON 1/23/2024

Overview

M-F, 8am-5pm. 

Fulltime position, partially working remote (hybrid.) Rotating work from home schedule below:

Week 1: 2 days working at home. 

Week 2: 3 days working at home. 

Week 3: 2 days working at home. 

Week 4: 3 days working at home. 

 

Responsible for providing information, restoring service, providing specific services and escalating tickets. Responsible for managing the badge system.

Responsibilities

  • Provides frontline technical support in person, by telephone, via self-service tickets or other communication venues. Obtains pertinent information for ticket creation and provides a customer friendly resolution.
  • Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
  • Assures continuous operation of badging systems by monitoring battery reports, replacing batteries, reassigning badges, and testing badges.
  • Creates a schedule to regularly test the duress function of badges.
  • Orders and repairs badge inventory with vendors.
  • Maintains a master list of employees with assigned badge number and keeps it current and archives/deletes those that have left. Collects and/or reassigns badges when employees leave and/or transfer to a new role/floor.
  • Maintains and develops telecommunications databases. Runs reports, reads reports, and shares data with key stakeholders.
  • Participates in the planning, design, revision, and implementation of services concerning facility infrastructure, and other assigned departmental projects.
  • Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.
  • Provides technical analysis and project coordination for all regional communications or voice/data services requiring interaction with project sponsored by facilities, engineering, or clinical departments.
  • Ensures proper functioning and responsiveness to systems. Identifies source of user problems for telecommunications equipment and facilitates repair, either directly or through appropriate vendor. Manages installation and testing.
  • Provides technical analysis, project coordination, development, and implementation for departmental and institutional telecommunications cabling standards.
  • Performs other duties as required or assigned.

    • Qualifications

    • Bachelor’s degree in a computer related field with 1 year of relevant experience or the equivalent in education and experience required.
    • Excellent verbal and written communication skills required.
    • Strong customer services skills required.
    • Ability to work in a high paced environment.
    • Ability to pass a typing test at a minimum of 45 WPM.
    • CompTIA, HDI and/or Windows Microsoft a plus.

    Required Licensure/Certifications

    • None

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    $74,799 to $95,312
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