Our associates celebrate lives. We celebrate our associates.

Consider the possibilities of joining a Great Place to Work!

Resolves and/or escalates technology service incidents for computer, application, system, device, access and hardware issues. Identify, troubleshoot, research and resolve technical problems of advanced complexity. Appling customer service skills, responds to telephone, email, online requests for technical support. Open help tickets, document request, assign technician using applicable systems and tools. Monitor incidents and escalate or send reminders as appropriate.

JOB RESPONSIBILITIES

• Applying excellent customer service skills provide technical assistance for phone, self-service, email, and desk side technology requests. Documented incidents in HEAT software with applicable detail; ask user-probing questions to ascertain detail and event sequence. Manage user relationship and expectations during escalated issue process.
• Receives escalations; schedules, prioritizes and distributes to appropriate IT department for priority resolution. Manage critical or emergency incidents; assess situations, and develops action plans to resolve issues.  Ensures leadership is promptly aware of Management escalations and dissatisfactions.
• Takes ownership of outage issues including consolidation of incoming member tickets, coordination of internal teams for resolution and direct communication of status and issue resolution to the IT Support Leads, Manager, and Director.
• Work with outside vendors and other functional areas within SCI IT to research, troubleshoot, and update knowledge base for more complex member issues
• Monitor incidents, escalations, customer service, coordination of all customer related activities and scheduling of operations and maintenance activities. Escalates incidents to other SCI teams, when appropriate, and clearly communicates steps taken and needs in ticket to ensure a smooth transition between departments.  Escalates complex issues to the appropriate team with full descriptions of problems and prior actions to help expedite resolutions.   Communicates among Service Desk and other key functional areas
• Accurately tracks, documents and allocates project time.
• Provides procedure and process guidance to desk agents.
• Provide and manage daily/weekly/monthly reporting.  Performs trend analysis and recommendations for improvement.

Expectations

• Working independently, completes complex work consistently and accurately applies procedures, regulations, and policies producing compliant and efficient results.  Recommends viable options to resolve complex issues.  Discusses unique issues with management for guidance.  Self manages workload and priorities to deliver quality work on time.  Exhibits accountability.  Ensures compliance with local, state, and federal regulations.
• Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager. Notifies manager when workload is light and volunteers for additional work.  Adjusts quickly to new work structures, processes, requirements, or cultures.   

• Drafts SOPs and Job Aids with an appropriate level of detail for user needs.

Minimum Requirements

Education

• Two year degree or technical program certificate

Experience

• At least five (5) years’ user support in the use of computer hardware and applications via telephone
• Demonstrated technical aptitude

Knowledge, Skills and Abilities

• Strong customer service and listening skills
• Advanced working knowledge of Microsoft Windows operating systems.
• Working Knowledge of Microsoft products (Word, Excel, and PowerPoint)
• Must be detail oriented
• Ability to work effectively and efficiently with people at all levels of the organization
• Ability to handle multiple tasks simultaneously
• Ability to quickly learn new hardware and application technology required
• Ability to problem-solve and diagnose complex tasks
• Cognitive ability including reasoning, planning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations
• Process and results oriented, motivated to keep projects moving ahead by identifying obstacles and exploring alternatives
• Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self-motivated
• Ability to build professional and trusting business relations across the department
• Professional written and verbal communication skills

Work Conditions

Work Environment

• Work is primarily indoors
• Comply with Corporate dress code policy

Work Postures

• Sitting continuously for many hours per day, up to 6 hours per day
• Climbing stairs to access buildings frequently

Physical Demands

• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

• Working beyond “standard” hours as the need arises
• Shifts and work schedule vary
• Hybrid work arrangement may be offered following training and demonstrated service level metric achievement.

Postal Code: 37209

Category (Portal Searching): Information Technology

Job Location: US-TN - Nashville