POSITION SUMMARY:
The Interface Associate TSS is responsible for transferring Customer Support technical calls for Interfaces and SoftID and routes all other calls to the appropriate SCC individual outside of the Technical Support Center. Locate alternate personnel as needed in order to accommodate client requests. Assists the Technical Support Center in an administrative capacity. This position is the initial contact for all Interface or SoftID client tasks received verbally, via email or faxes and is responsible for properly documenting the task into the Case Management System (STAR/TMS) and performing simple troubleshooting using provided tools. The Associate also handles connectivity issues with Instruments/HIS interfaces, synch forms and the initial contact for Emergency tasks.
DUTIES AND RESPONSIBILITIES:
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Primarily responsible for system critical or non-complex application issues related to areas designated under Interfaces and SoftID.
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Receives, logs and properly documents new tasks into the Case Management System (STAR/TMS).
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Performs simple troubleshooting of System problems, Hardware issues or non-complex application issues using provided tools.
- Immediately alerts appropriate SCC staff of client system critical conditions.
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Redirects tasks to other technical departments upon completing preliminary investigation.
- Escalates tasks to appropriate Lead Technical Support Analyst or Technical Support Specialist per Departmental and Support guidelines.
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Identifies commonly reoccurring problems relating to hardware and systems and reports this to the Team Manager or designee.
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Assists with projects as assigned by the Team Manager.
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Properly timesheets against appropriate and SCC tasks.
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Reviews assigned workload to assess potential delays in the delivery of solutions.
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Updates Voice Mail message daily and responds to messages left in a timely manner.
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Provides meaningful recommendations for improving team productivity and the overall effectiveness of the support effort.
- Responds to voice and email messages in a timely manner.
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Participates in corporate client service and technical training programs as assigned.
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Complies with all approved procedures, directives and guidelines.
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Performs other duties as assigned.
JOB SPECIFICATIONS:
Education Required:
Two-year degree in a Information Technology related field or Healthcare related field (Biology, Microbiology, etc.).
Experience Required:
Minimum of 1 year experience at an IT help desk, data processing center or related IT position preferred. Also, previous experience in a service related field, clinical laboratory, or related computer position is preferred. Minimum of 2 years working in a hospital or clinic involved in specimen processing or lab assistant for the areas of Chemistry, Hematology, Immunohemotology, Histology, Cytology, Microbiology, Blood Bank or Donor desired.
Skills Required:
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Proficient in the use of a PC and troubleshooting
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Proficient in the use GUI applications such as Windows and MS Office
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Knowledge of general hospital laboratory operations or IT field
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Training in Computer Science or programming desirable
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Analytical and problem solving ability
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Ability to work independently
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Ability to collaborate with other team members
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Ability to follow instructions
- Excellent listening skills
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Excellent communication skills (oral and written)
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Excellent interpersonal skills
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Ability to work effectively under stress
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Good keyboard/typing abilities
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Ability to multi-task
BENEFITS:
SCC Soft Computer offers a comprehensive and competitive benefits package to meet the needs of our employees. Our benefits include medical, dental, life insurance, short term disability, flexible spending plans, 401(k), vacation, paid holidays, tuition reimbursement, a subsidized lunch program and much more!
EOE of protected Veterans and Individuals with Disabilities.