Service Desk Technician - Clinical - Tier 2

The Service Desk Clinical Technician Tier 2 is responsible for providing support, training and guidance for other Service Desk technicians. This position will have a specific focus on the utilization of our electronic medical record (EMR).
Provide phone support for our on-site Care Centers and main office, this may at times include on site as well as remote work.
Work escalated Incidents and Service Requests to resolution with accurate and precise documentation
Create and maintain Knowledge Base articles
Remote support can and does including fielding calls on some weekend days & holidays while not onsite.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Experience supporting an electronic medical record as a Service Desk Technician.
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Service desk/Desktop support experience supporting users at all levels
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Diagnose and resolve technical hardware and software issues
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Experience with Windows. Mac OS a plus
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Active Directory & Exchange (Accounts, Logins, Password Resets etc.)
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Azure Entra ID a plus
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Strong Customer Service skills
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ITSM/Ticketing system experience.
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Successfully manage assigned ticket to resolve
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Follow-up with end users to provide status updates as per service level guidelines (SLA's)
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Strong communication, critical thinking and problem-solving skills.
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Identify and recommend process improvement.
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Participate in On-Call rotation
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Demonstrated strong time management and organizational
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Demonstrates organizational skills such as the ability to multi-task, set priorities, and follow up in a timely manner
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Escalate unresolved issue to appropriate SME inside and outside Advocare.
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Other duties as assigned.
Required Competencies (Knowledge, Skills and Abilities)
The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
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Excellent customer service skills.
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Effective verbal and written communication skills.
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Demonstrates professionalism, confidentiality, and diplomacy and can serve a wide range of employees with equity and tact. Critical Evaluation.
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Ability to establish and maintain effective working relationships with a diverse group of people at all levels of the organization.
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Commitment to excellence and high standards
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Detail oriented with strong follow-up initiative
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Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm.
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Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, with weekend and holiday on-call rotation.
Shifts available:
7:00 a.m. to 4:00 p.m. (1 hour lunch) and 10:00 a.m. to 7:00 p.m. (1 hour lunch)
Travel
No travel is expected for this position.
Required Education and Experience
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3 years of experience in IT or ServiceDesk Tier 2.
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Experience with Microsoft Office (Word, Excel and PowerPoint).
Preferred Education and Experience
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Bachelor's degree, IT Certs or equivalent experience.