Job Summary:

Primary role is to support and maintain RWJBarnabas Health s users and infrastructure. Responsibilities include the coordination and fulfillment of incidents and requests through service management while adhering to organizational policies and procedures. Must represent company in a professional and enthusiastic manner; by providing excellent customer service and supporting the company s mission/vision.

Essential Functions:

• Respond to customer issues and requests submitted via service portal and live chat within established timeframes.
• Ensure knowledgebase has informative articles for customer use.
• Perform training to staff and customers on various technology topics, including hardware configurations, processes, and applications.

• Provide first-level technical support to customers, including troubleshooting issues related to computer hardware, software, mobile devices, telecom, and networking problems.
• Collaborate with other teams to escalate and resolve complex technical issues.
• Document all customer interactions, including issues, solutions, and recommendations.
• Keep up-to-date with system changes, as well as industry trends and best practices.
• Identify and recommend opportunities to improve customer support processes and procedures.
• Ensure compliance with company policies and procedures, including security and privacy regulations.
• Prioritize problems by following established priority, ensures all jobs are completed as scheduled or requested within SLA guidelines. Assignments should be completed thoroughly in an accurate, prompt, and neat manner.
• Must consistently meet key metrics on incidents and requests: tickets per month, tickets resolved within SLA, mean time to resolve, etc
• Provide thorough documentation and timely updates within ITSM ticketing system

• Perform additional duties and responsibilities as requested by management.

Job Requirements:

• Bachelor s degree in Computer Science, Information Systems, Business Administration or related field preferred.
• Experience in healthcare field helpful but not required.
• Industry certifications preferred (Microsoft, CompTIA, HDI).
• At least 1-2 years of experience supporting large organizations in a customer support role.
• Must have strong customer service and excellent communication skills.
• Must have experience using ITSM tools such as ServiceNow, Remedy, Ivanti, etc.

Key Competencies:

• Strong knowledge of networking, Windows OS, IT security principles, hardware and wireless technologies.
• Ability to effectively communicate at all levels within the organization.
• Provide high level of user satisfaction on work performed.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

We offer a great work environment, competitive rates and excellent benefits, including:

Medical/Dental/Vision plans

401 (k)

Vacation/Personal/Holiday/Sick Time Off

Short & Long Term Disability

Basic Life & Accidental Death Insurance

Tuition Reimbursement

Health Care/Dependent Care Flexible Spending Accounts

RWJBarnabas Health is the most comprehensive health care delivery system in New Jersey and the state s second largest private employer with more than 32,000 employees, 9,000 physicians and 1,000 residents and interns. The system includes eleven acute care hospitals, three acute care children s hospitals and a leading pediatric rehabilitation hospital (Children s Specialized Hospital).