We’re a Little Different
Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service.
We don’t believe in jobs at Mercy, we believe in careers that match the unique gifts of unique individuals; careers that not only make the most of your skills and talents, but also your heart.
At Mercy, you’ll feel our supportive community every step of your day, especially the tough ones. We’re a team and love working that way. That team is expanding, and we currently have exceptional opportunities to help our communities grow.
Primary Function Fulfill customer requests, resolve customer technical problems and respond to customer questions in a quality and timely manner to ensure ongoing effectiveness of the desktop computing environment Typical activities include: Event Management Service Request Fulfillment Incident Management Problem Management Access Provisioning Continual Service Improvement
Provides IT user support using a problem-resolution system and/or standard screens, scripts, reference guides, and procedures
Handles service requests that are predominately routine but which require skilled use of standard screens, scripts, procedures and references
Requires general knowledge of company products and services
Applies training and/or experience to resolve specialized or more complex Tier 1 problems
Requires ability to skillfully navigate problem resolution system and other related applications
Career Level Characteristics
Under frequent supervision, carries out specific procedures with prescribed standards to perform business processing, service, support, machine operation, or other work that requires directly applicable experience or specialized training
Career Level Dimensions
Problem Solving / Resolution
Resolve moderately complex problems by applying training and/or experience in carrying out a structured problem resolution process. Skilled user of problem resolution resources problem management database, help desk system, standard references, scripts, and resource guides
Knowledge of company and industry directly resulting from work experience
Informing = Talks to, converses with people to provide information or to clarify and work out details of an issue or problem within the framework of established procedures
Inputs and outputs are specified but the employee has freedom as to procedures and timing, including use of equipment. Employee may refer to multiple references or procedure guides for work direction. Completion time for an individual task is usually within one work week
Customer Relationship Management
Responsible to the customer by being available, accessible and responsive
Accountable for addressing customer needs through individual action or with a warm handoff Having limited knowledge of customer needs, applies standardized processes to address the needs
Because you’re committed to excellence, you understand the importance of being properly prepared for your role at Mercy. That’s why you’ll bring to your role the right set of qualifications:
Education: Completion of specific vocational training Additional Requirements Call center experience Familiar with various technology support tools (e.g., problem management/problem tracking, network monitoring devices) Ability to troubleshoot and resolve technical support questions of customers Knowledge of networking, internal applications, voice and data communications Knowledge of standard business desktop software and hardware Familiarity with web tools and technology Understanding of network issues Experience with PC or client/server platform experience Experience in LAN/network administration or systems administration in a relevant computing environment (i.e., healthcare) Experience in working with customers Competency in problem management skills Good communication skills, both verbal and written
Experience: minimum of two (2) years of experience in Level 1 role
We’ll Support You at Work and Home
Our foundations are built on dignity and respect. Modern Healthcare Magazine named us as a “top 100 places to work.” We go out of our way to help people feel welcomed. We offer day-one comprehensive health, vision and dental coverage, PTO, tuition reimbursement and employer-matched retirement funds to benefit-eligible co-workers, including those working 48 hours or more per pay period!
What Makes a Good Match for Mercy
Compassion and professionalism go hand-in-hand with us, along with exceptional quality care. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We’re also collaborative and are not afraid to do a little extra to deliver excellent care – that’s just part of our commitment. If that sounds like a fit for you as well, we encourage you to apply.