Job Details

  • Title:
    Help Desk Administrator
  • Code:
  • Location:
    Gaithersburg Maryland (MD) 20878
  • Posted Date:
  • Duration:
    8 Months
  • Status:
Recruiter Contact Detail

  Job Description

Will manage second shift - hours will be 12-8

The Help Desk Administrator (HDA) will be an essential member of the Access Services team. This position will be responsible for configuring and maintaining our Access Services systems that are vital to providing patient and provider support through Access 360™ program.

  • Level 1 help desk
  • Business systems knowledge
  • Previous internship or 1-year exp. with helpdesk or contact center
  • Healthcare background a plus
  • Into technology and how it works
  • Any coursework or exp. in salesforce
  • Customer service focused (retail exp helpful)
Key Roles/ Responsibilities:
  • Telephony: Manage the IVR and multichannel configurations, database, and recordings based on changes from the project management office department. For ex. Speech IVR; Geo-routing configuration, click to chat, email, vmail
  • Operations Support: Manage user accounts
  • Create, change, and delete user accounts per request: Perform daily system monitoring, verifying the integrity and availability of all applications and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
  • Help Desk Support: Act as the primary point of contact for reporting tickets to vendors and equipment manufacturers. Follow up with vendors to ensure issues are resolved in a timely matter
  • CRM Support: Support Fax Issues and Transmission checks
  • Maintenance/Inventory Tracking: Upgrade and configure system software that supports Access Services infrastructure applications per project or operational needs
Minimum Requirements:
  • Bachelor’s degree preferred
  • Experience with contact center technology
  • Business travel, by air or car, may be required for internal and external business meetings up to 10%
  • Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice
  • Basic knowledge of SQL
  • Production support and incident/change process management
  • Experience in a Healthcare contact center environment
  • Ability to work independently, be self-directed, collaborative, have excellent verbal and written communication skills
  • Analytical, critical thinking and problem solving
  • Ability to deal objectively with a wide variety of people and situations
  • Proficient computer skills (Word, Intermediate Excel, PowerPoint, and Access)
  • Strong organizational skills; attention to detail
  • Ability to multitask and manage multiple parallel projects