Service Desk Technician

Description

Hourly Wage Estimate: $20.56 - $28.78 / hour

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The estimate displayed represents the typical wage range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. The typical candidate is hired below midpoint of the range.

Introduction

Are you passionate about delivering superior work outcomes? At Galen College of Nursing, we are committed to a single purpose: offering excellence in nursing education. Our staff and administration live out our vision! We change the life of one to care for the lives of many. Jump-start your career as a Service Desk Technician today with Galen College of Nursing.

Benefits

At Galen College of Nursing, we want to ensure your needs are met. We offer a comprehensive package of medical, dental, and vision plans along with unique benefits, including:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.

• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.

• Free counseling services and resources for emotional, physical and financial wellbeing

• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)

• Employee Stock Purchase Plan with 10% off HCA Healthcare stock

• Family support through fertility and family building benefits with Progyny and adoption assistance.

• Referral services for child, elder and pet care, home and auto repair, event planning and more

• Consumer discounts through Abenity and Consumer Discounts

• Retirement readiness, rollover assistance services and preferred banking partnerships

• Education assistance (tuition, student loan, certification support, dependent scholarships)

• Colleague recognition program

• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)

• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

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Note: Eligibility for benefits may vary by location.

You contribute to our success. Every role has an impact on our students' lives and you have the opportunity to make a difference. We are looking for a dedicated Service Desk Technician to be a part of our team.

Job Summary and Qualifications

This position is responsible for IT Support tickets for Galen employees and students, which can be local, virtual, or online. This position follows our standard ITSM processes by creating/queueing tickets. These tickets are then worked to the highest level and closed, relating to first call resolution, or passed to a Tier 3 or higher specialist to work until completion. This position will run the day-to-day Service Desk and manage the ticket flow through the organization

Position Responsibilities:

CUSTOMER SERVICE

• Managing help desk tickets

• Providing solutions and advice on technical issues

• Creating manuals for technical training

• Using feedback from customers to improve problem-solving techniques and customer service

• Documenting and analyzing technical issues and customer interactions

• Delight customers with a friendly, quick and helpful experience

• Provide customers with basic remote troubleshooting USE OF OUR TICKETING SYSTEM

• Use our ticketing system to work on and resolve service requests

• Managing and recording all work though our ticketing system

• Split tickets that have several issues into their own individual ticket

• Escalate tickets that require specialized support

• Make sure that tickets aren't "stale" throughout the process TEAMWORK

• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks

• Follow all our security procedures and keeping a vigilant eye for security issues

• Identify opportunities for improvement and make constructive suggestions for change

• Contribute to the process of innovative change effectively

• Undertake other duties as required by the Operations Manager or Leadership

What qualifications you will need:

• Education : High school or equivalent (Preferred)

• Experience : Minimum two years of experience either in Computer Support, Help Desk or Customer Service (Preferred)

• Special Qualifications : All aspects of Microsoft Office, good prioritization, and risk management skills

• Physical/Mental Demands & Work Environment : Split; 4x10hr shifts. Fri, Sat, Sun, & Monday. Prefer West Coast to give longer coverage of time zones.

• Degree of Supervision: Minimal

Galen College Values:

Inclusivity : I foster an environment that provides opportunities for every individual to reach their full potential.

Character : I act with integrity and compassion in all I do.

Accountability : I own my role and accept responsibility for my actions.

Respect : I value every person as an individual with unique contributions worthy of consideration.

Excellence : I commit myself to the highest level of quality in everything I do.

At Galen College of Nursing, we offer a unique educational experience we call Pure Nursing. With a focus on nursing education, our knowledgeable and caring faculty and staff take a personal interest in helping our students achieve their goals. Galen is regionally accredited by the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC) to award Associate, Baccalaureate, and Master's Degrees. Our baccalaureate degree in nursing program is accredited by the Commission on Collegiate Nursing Education (CCNE), and the associate and master's degree in nursing programs are accredited by the Accreditation Commission for Education in Nursing (ACEN). For complete information related to Galen's accreditation status, please visit our website.

Galen College of Nursing is recognized as a 2023 National League of Nursing (NLN) Center of Excellence (COE)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.