Technical support associate job description

Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience and end user support first. As part of this strategy, we are consolidating several of our Operational functions into a single area focused on providing world-class operational support to our end users. This change is geared towards rethinking how we provide Operational support for the services under our responsibility.

As a member of the End User Workstation Support team, The Asset Management Analyst is responsible for overseeing the management of inventory into and out of the End User Workstation Support team through its lifecycle. This includes receiving and tracking assets, inventory management of assets and peripherals, asset disposal, invoice reconciliation, quarterly asset audits, RMA process and asset reporting
Essential Functions

· Responsible for the daily activities of IT assets which includes placing inventory orders, requesting updates from asset management team, tracking shipments and delivery status, documenting updates within the support tickets, verifying asset data and updating our asset management system.

· Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed.

· Maintain an accurate inventory of all End User Workstation equipment by ensuring equipment is checked-in/checked-out and all transactions are tracked in the asset management system

· Conduct periodic inventory audits to validate accuracy of asset records

· Coordinate timely Asset Recovery from terminated employees for respective coverage locations.

· Report unrecovered assets by following our standard process to report missing assets.

· Coordinate with local shipping department for IT equipment retrieval (sending/receiving of IT boxes).

· Responsible for restocking of IT vending machine.

· Ensure that IT remains in compliance with audit guidelines for hardware assets.

· Creation and follow up of Return Merchandise Authorizations (RMA) machines for break/fix issues.

· Run Asset Management reports as needed.

· Work with our Asset Management Team on placing orders for IT equipment, reconciling orders, and forecasting inventory needs.

· Ensure IT assets are available to reduce delays with deployments, break/fix requests and to meet project implementation timelines.

· Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now.

· Other duties and special projects as assigned.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

With a legacy spanning over 20 years, Integrated Practice Solutions is the market leader in practice management software for chiropractic (ChiroTouch, ACOM Health), optometry (RevolutionEHR), and therapy practices (ClinicSource) across the United States. We are a growing and profitable, privately funded organization who stays ahead of the pack by constantly innovating, growing, and developing new products and services that serve the health and wellness profession. Our software helps practitioners create a positive in-clinic experience for patients, from scheduling to treatment to payment and insurance processing. Our vision – to be the most loved, most essential software and service provider for every practice – is not just words. These words reflect who we are as a company, and who we are as people.

Department Overview:

The Technical Support department is vital for our company, reactively assisting our customers by troubleshooting and/or providing information regarding the software's function. Our department applies Microsoft Windows and networking fundamentals to diagnose environmental issues that impact the performance and connectivity of the software. Each customer case will require creative thinking, soft skills, and technical expertise to solve. Cases may require cross-departmental communication, or escalation to delight our customers.

Your Career Opportunity:

As a Technical Support Associate at Integrated Practice Solutions, Inc. (dba ChiroTouch), you’ll benefit from a defined career path that will develop your Microsoft Windows operating system, local (TCP/IP) networking fundamentals, Microsoft SQL Server, and EHR/EMR software troubleshooting practices. This role is ideal for those looking for an entry point into IT practices and corporate software solutions. You will learn applicable communication and technical skills to advance your technical career. We are an ever-growing company, looking to expand our team!

Your Areas of Accountability:

A Technical Support Associate has responsibility for the following outcomes:

Responsibilities:

• Determines eligibility by comparing client information to requirements

• Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments

• Utilize active listening and empathy skills

• Strive to meet or exceed call center metrics and service levels

• Schedule and engage in follow-up calls with clients regarding on-going technical issues

• Resolve technical escalations from the Product Support phone and chat team

• Troubleshoot issues which may occur during database updates, new software installations, and server migrations

• Track and monitor all client interactions using Salesforce CRM system

• Coordinate with peers to provide proper coverage for all appointments

Qualifications:

• 1-2 years of experience in a customer service/support role is required

• 1-2 years of computer application-based technical support experience or IT experience is required

• Previous call center experience is required

• Excellent verbal and written communication skills are required with emphasis on phone etiquette

• Works hard with little supervision

• Detailed-oriented with exceptional documentation skills

• Working knowledge of Microsoft Windows administration tools

• Basic understanding of Microsoft SQL Server

• Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals

• Apple iPad & Parallels knowledge is a plus

• Familiarity with HIPAA regulation is preferred

IPS is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Powered by JazzHR

Wq52z0uRlE

The IT Support Associate will support Amneal employees by providing prompt support to troubleshoot and resolve day-to-day technology issues of our customers, including but not limited to desktop applications, custom applications, and computer hardware).

He/she will be responsible for team members' computer and account management provisioning and de-provisioning as well as inventory management of equipment. Installation, configuration, and support of network resources including printers, VOIP phone system and other peripheral devices among many other tasks will be a part of daily duties. He/she will update and maintain the status of tickets within ServiceNow incident and problem management system.

The IT Support Associate will work on all aspects of problem resolution for employees; this includes but is not limited to driving the resolution from IT Support teams, cross-functional organizations, and external vendors. Using their expertise, he/she will identify opportunities for continuous process improvements and if needed, partner with other Amneal technology teams to design, plan and implement a resolution.
Essential Functions

+ Provide routine support for end user with IT-related issues in a timely and professional manner.

+ Follows standard help desk operating procedures to accurately log all requests using established request tracking software. Answers, evaluates and prioritizes incoming ticket requests for IT service in a professional, courteous manner.

+ Set up and configure new computers. Install application software. Set up/remove user accounts on systems (network, email, phone, security, etc.). Track and update IT inventory.

+ Resolves routine hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues.

+ Performs first-line support and customer service with internal employees and external partners to resolve problems and to maintain high level of customer satisfaction

+ Interfaces with department peers, internal employees, and external partners to escalate problems, issues, and communications appropriately.

Additional Responsibilities

+ Learns fundamental operations of commonly used software, hardware, and other equipment.

+ Adheres to all confidentiality rules and policies.

+ Follow all company and department policies and rules.

+ Ensures that all problems are logged, resolved/assigned for resolution, prioritized and tracked, and communicated appropriately.

+ Other duties as assigned.

+ *FOR LABORATORY IT PERSONNEL ONLY* Provides support to the Laboratory Environment with IT related requests; Protocol execution for the Laboratory computers and softwares

Education

+ High School or GED - Required

+ Vocational / Technical - Preferred

+ Bachelors Degree (BA/BS) in Information Technology - Preferred

Work Experience

+ 3 years or more IT Experience or knowledge - Required

Skills and Abilities

+ Clearly and effectively communicate with customers both in writing and verbally. - Intermediate

+ Maintains a high degree of professionalism while delivering outstanding Customer Service. - Advanced

+ Work additional hours per business needs. - Intermediate

+ Attends work regularly and on time. - Advanced

+ Must be available over the company provided phone during off-hours - Advanced

+ *FOR LABORATORY IT PERSONNEL ONLY* Knowledge of 21CFR Part 11, Data Integrity, Good Manufacturing Practices (cGMP), Good Documentation Practices (cGDP) and other regulatory requirements - Intermediate

Specialized Knowledge

+ Expert knowledge of operating systems (Win 7, Win 10) support and operations, Microsoft desktop applications, hardware, and peripherals.

+ Strong knowledge of supporting both Windows desktops / laptops, Virtual Desktop Infrastructure(VDI), Apple products like Mac, iPhone and iPad as well as Android based mobile devices.

+ Experience with Video Conferencing Technology is a plus.

+ Strong understanding of Windows infrastructure and networking technologies

+ Excellent understanding of both hardware and software systems

+ Cisco VOIP phone system

Licenses and Certifications

+ A+ CompTIA and/or N+ CompTIA Technical Certifications are a plus - Preferred

+ Microsoft certificate for Windows 7 & 10 - Preferred