Sr. Helpdesk Support Specialist

helpdesk support including password resets, user access, changes and updates to provider records.

New user and provider account forms setup and users' support.

Monitor helpdesk system for incoming requests and resolve or escalate accordingly.

Provide IT helpdesk support and resolve problems to the end user satisfaction.

Monitor IT helpdesk for tickets assigned, process, an escalate based on priority.

Monitor and respond quickly and effectively to requests received through the IT helpdesk.

Identifying problems, analyze, and guiding end users through corrective steps

Prioritize customer Service Requests (SR) submitted via telephone, voicemail, and e-mails

Document problems and conversations to create a log that can be referenced by other team members and for training purposes

upport other systems support activities like de-duplication process, system trainings, system testing upon new patches/major system enhancements

Provides data and functional analysis, including consulting with users to determine system issues and resolution

Documents, analyzes, and tests solution of the issue, based on and related to user or system design specifications.

Other related duties as assigned