Service Technician at PacificSource

Posted in Other 26 days ago.

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Location: Boise, Idaho

Job Description:
Looking for a way to make an impact and help people?

Join PacificSource and help our members access quality, affordable care!

PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity or age.

Diversity and Inclusion: PacificSource values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.

Position Overview: Provide technical support to internal and external users of the organization's computer systems by researching and answering questions, troubleshooting problems, maintaining workstation performance, and replacing equipment as needed. Work in a call center, monitor and respond to issues and requests, and provide both remote and desk-side support. Advocate for end users and provide follow-through as needed.

Essential Responsibilities:
  • Provide excellent internal and external customer service.
  • Build rapport with internal customers and peers.
  • Deliver exceptional technical support desk-side and using remote support technology.
  • Replace and upgrade computer equipment.
  • Quickly develop familiarity with the internal business organization
  • Obtain accurate problem details from users. Provide timely updates and feedback in issue tracking systems.
  • Prioritize issues, schedule requests and when necessary escalate to appropriate technicians.
  • Work with users as a first-level responder to identify and correct computing problems. Perform initial problem assessment and correct or refer requests; depending on level of complexity.
  • Utilize available internal and external resources to aid in problem resolution and process improvement.
  • Provide technical support in setting up complex multimedia equipment for multi -room meetings.
  • Update job knowledge by participating in educational opportunities.
  • Collaborate with co-workers to improve internal processes and promote a cohesive team.

Supporting Responsibilities:
  • Meet department and company performance and attendance expectations.
  • Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
  • Perform other duties as assigned.

Work Experience: Two years of Help Desk or Technical Support experience required or one year of Help Desk or Technical Support experience and an Associate in Computer Science/IT and/or A+ Certification strongly preferred.

Education, Certificates, Licenses: Requires high school diploma or equivalent. Associates and/or A+ Certification preferred.

Knowledge: Problem Solving, Help Desk Experience, Verbal Communication, Customer Service, Quality Focus, Basic System Administration.

  • Building Customer Loyalty
  • Building Strategic Work Relationships
  • Contributing to Team Success
  • Planning and Organizing
  • Continuous Improvement
  • Adaptability
  • Building Trust
  • Work Standards

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.

Our Values
  • We are committed to doing the right thing.
  • We are one team working toward a common goal.
  • We are each responsible for customer service.
  • We practice open communication at all levels of the company to foster individual, team and company growth.
  • We actively participate in efforts to improve our many communities-internally and externally.
  • We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.