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Help Desk & OperationsTechnician |
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| Job Code: IS Help De |
| Location: Orange, CA |
IS Help Desk & Operations Technician
Position Available at Corporate Headquarters in Orange, California. This is a senior level position for a Help Desk & Operations Technician. Responsibilities include first level support of all Western Dental Services (WDS) applications and hardware, fielding calls from all WDS employees.
Large, Stable Information Systems Department; Major Commitment to Technology. The successful candidate will enjoy a secure, high-paying, and stimulating environment as part of Western’s dynamic, talented team of over 60 professionals and experts in Western’s Information Systems Department. Western’s commitment to technology is a key driver of Western’s success and growth plans for the future.
Team Approach; Professional Development; Growth Opportunities. The benefits of joining Western include: (1) working in a stable, team-oriented environment of 60 executives and experts in all aspects of technology (applications, networking, data bases, telephony, hardware, etc.); (2) being part of a company that is the industry leader in its field and that has great financial stability; (3) receiving substantial compensation and excellent benefits; (4) working at a company where professional development and excellence are encouraged; and (5) being part of a Department where opportunities for individual growth and career advancement are substantial.
Stimulating, Professional Environment. Professionals in Western’s Information Systems Department also enjoy working closely with professionals in several of Western’s other Departments, including operations management, quality management, accounting, billing, administration, etc. The many MBA’s, CPA’s, DDS’s, JD’s., statisticians, and other professionals and staff at Western’s corporate headquarters make up the team that is committed to a stable, stimulating environment where everyone is committed to making Western the best dental services company in the United States.
The Career Opportunity
The candidate selected for this important position will enjoy rewarding, challenging, and good paying careers with room for growth in the future. And, just as important, the winning candidate will benefit from a unique opportunity to learn from and work with an amazing team of talented and enthusiastic experts in corporate and dental operations and management who together comprise the Western Dental management team. The professional development and growth opportunities from the positions are fantastic.
Position Responsibilities
The Help Desk & Operations Technician works both independently and collaboratively with other members of IS to solve problems and provide excellent service. The Help Desk & Operations Technician is expected to learn and maintain a working knowledge of all hardware and software applications used at WDS with a goal of resolving problems on the initial calls from our dental offices and Corporate HQ. Follow-through to resolution and accurate recording of information and data are a fundamental part of the job responsibility.
Work-hour flexibility: The Help Desk is open from 6 AM to 8 PM Monday through Friday, and 7 AM to 6 PM Saturday. Help Desk & Operation technicians generally work a 40 hour week and those hours rotate, including occasional Saturday hours. Sunday's may be requested for special projects. If more than 40 hours of work are needed, which happens on occasion, overtime will be paid.
The tasks typically performed include:
- Field trouble and information request calls and email from users.
- Resolve user problems on initial call.
- Enter caller information into call tracking application database.
- Escalate calls to the appropriate second level support personnel.
- Provide status to users on the progress of their problem resolution.
- Follow up with other I.S. personnel for resolution progress when applicable.
- Notify users of system status whenever there is an anticipated outage or when unscheduled downtime occurs.
- Place and track service calls to vendors, and document vendor progress and resolution.
- Review outstanding problem list periodically to assure all problems are being addressed according to their level of severity.
- Identify trends and exceptions by reviewing call tracking information.
- Maintain Help Desk knowledge base keeping procedures and information current.
- Perform various operational reporting, monitoring and batch processing tasks as needed.
- Complete special projects as assigned by the Help Desk Manager.
- Continue to enhance skills to reduce number of calls requiring escalation to second level support.
Compensation and Benefits
Compensation will be based on qualifications and experience.
Benefits will include the following:
- Career advancement opportunities
- Insurance eligibility at Corporate Rates: Health, Dental, Vision and Life
- 401(K) Plan eligibility
- Paid vacation, sick days and a floating holiday
- Paid overtime
Required Skills & Work Experience
- Minimum of 3 year Help Desk related experience.
- Advanced computer knowledge with MS Office applications, Windows operating systems and PC/networking.
- PC network and technical knowledge specific to issue resolution.
- Excellent communication skills with superior telephone etiquette and customer relations skills.
- Ability to listen intently and write clearly with superior follow up.
- Excellent interpersonal skills.
- Excellent problem solving skills.
- Ability to accurately and thoroughly document problems and resolutions.
- Ability to work effectively under pressure.
- Ability to work flexible schedule including some weekend days.
Required Education
- IS related degree required. Relevant work experience may not be substituted.