Support, Service Desk I

Overview Provides support to CCS employees, Temps & Consultants on a variety of issues as a fully in-person, onsite role working five days a week (Monday–Friday) in office. primary focus is on hardware lifecycle management and system access provisioning. May occasionally provide phone support while identifying, researching, and resolving technical problems. Thoroughly documents, tracks, and monitors issues in the ticket system to ensure a timely resolution. The successful candidate will report directly to the Manager, Service Desk . The position location is onsite at out Clearwater location. Responsibilities Performs daily duties onsite (Monday–Friday) in the Clearwater, Fl distribution center to manage hardware and system access workflows. Images new computers and reimages repurposed computers, including setting up the new employee profiles on the pc prior to shipping to ensure a seamless new employee onboarding experience. Provisions mobile devices in apple business manager and intune, ships to the recipient, and assists with setup questions. Packages and ships computers and associated equipment to remote employees. Creates new employee accounts in active directory and proprietary CCS systems. Processes termination tickets, ensuring the disabling of employee accounts and equipment in active directory and proprietary CCS systems. Processes equipment returns and manages corresponding hardware inventory. Responsible for maintaining an orderly workplace working environment (organization of equipment). May require occasional phone queue work during exigent circumstances, such as a system outage, to triage incoming phone calls. Provides exceptional customer service in a friendly and timely manner to all internal and external customers. Records and monitors service requests in a ticketing system; thoroughness in ticket documentation is essential (must be detail-oriented). Maintains a high degree of confidentiality at all times due to access to sensitive information. Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department. Follows all Medicare, Medicaid, HIPPA, and private insurance regulations and requirements. Abides by all regulations, policies, procedures, and standards. Other job duties as assigned. May occasionally be required to be onsite in the St. Petersburg headquarters location. Desired Outcomes Exercises due care when packaging and shipping equipment to support cost control measures. Maintains positive internal and external customer service relationships. Maintains open lines of communication with Service Desk team members and colleagues from other departments. Plans and organizes work effectively and ensures its timely and accurate completion. Meets all productivity requirements. Demonstrates team behavior and promotes a team-oriented environment. Actively participates in Continuous Quality Improvement. Represents the organization…