BJC Healthcare Senior Customer Support Technician, Desktop in Saint Louis, Missouri
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BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and mid-Missouri regions.BJC serves patients and their families in urban, suburban and rural communities through its13 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.
Partners with the CIO, hospital presidents, and other key clinical and functional leaders to effectively plan and assess BJC Information Services strategies. Analyzes ways to improve operations, and works proactively to integrate clinical, administrative, and IT solutions. Ensures ongoing support of existing IT systems to provide strong customer satisfaction. Responsible for effective project development and implementation which yield desired business results and the management of capital project scope, functionality, budgets, milestones, and workflow integration.
Achieve measurable business results in desktop support or strategic information services projects. Through leadership, project management, technical and communication skills, position is responsible for delivering business automation improvements which yield maximum service responsiveness, high quality information management tools and cost effective business solutions. Due to the requirements of the position, there is a possibility of on-call scheduling when necessary.
Recognizes issues and is able to elicit data from clients regarding problems.
Develops documents to explain basic technical concepts to others in terms they can understand.
Assists and responds to customer service issues, and recognizes need for improvements in customer service.
Provides 2nd level support of computer workstations and associated peripherals. Troubleshoots software, hardware, and other technical issues following established policies, procedures, processes and best practices. Documents all work in BJCs call tracking system.
Explains technical issues at a level that non-technical users can understand.
Escalates issues to the appropriate application support, 3rd level support team, or vendor when necessary.
Orders, configures, and deploys desktop hardware, software, peripherals, and other technology items.
Serves as liaison between desktop services and other IS support groups. Mentors less experienced team members and participate in process improvement efforts.
- High School Diploma or GED
- 2-5 years
- No Experience
Licenses & Certifications
- Information Systems (IS)
- Desktop Support - 2 years or more
Note: not all benefits apply to all openings
- Comprehensive medical, dental, life insurance, and disability plan options- Pension Plan/403(b) Plan- 401(k) plan with company match- Tuition Assistance- Health Care and Dependent Care Reimbursement Accounts-On-Site Fitness Center (depending on location)-Paid Time Off Program for vacation, holiday and sick time
The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.
Equal Opportunity Employer