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MUHA AJ77 - TECH SUPPORT SPECIALIST II

Apply now Job no: A758180
Entity: Medical University Hospital Authority (Medical Center)
Department: Columbia Regional - Columbia Medical Center Downtown
Sub Department: MUHA-9405500-INFORMATION TECHNOLOGY & SVCS
Work type: Full-Time
Employee Type: MUHA-Regular
Location: Columbia, SC, Columbia Medical Center Downtown
Categories: Information Technology & Telehealth
Pay scale: MUHA-Grade 11: $37,513.57 - $49,363.86 (min - mid)


Required License Certification and Registration:


Description: The Customer Support Analyst II works under direct supervision from the Service Desk Manager and with day-to-day guidance and coordination from the Senior Customer Support Analysts. The Customer Support Analyst II is expected to perform according to established Standard Operating Procedures (SOP) and to use IS-provided tools and technologies to troubleshoot customer issues and effectively escalate those tickets that the Customer Support Analyst II does not have the knowledge, skills, ability, or system access to resolve. This role is the first contact for MUSC customers reporting service incidents to or requesting support from IS. With the help of knowledge base content, the Customer Support Analyst II is responsible for triaging incidents and requests, realizing first contact resolution where possible and escalating tickets to subject matter experts (SME) where necessary. As the IS front line, the Customer Support Analyst II is a key representative to MUSC customers and, therefore,

The Customer Support Analyst II works under direct supervision from the Service Desk Manager and with day-to-day guidance and coordination from the Senior Customer Support Analysts. The Customer Support Analyst II is expected to perform according to established Standard Operating Procedures (SOP) and to use IS-provided tools and technologies to troubleshoot customer issues and effectively escalate those tickets that the Customer Support Analyst II does not have the knowledge, skills, ability, or system access to resolve. This role is the first contact for MUSC customers reporting service incidents to or requesting support from IS. With the help of knowledge base content, the Customer Support Analyst II is responsible for triaging incidents and requests, realizing first contact resolution where possible and escalating tickets to subject matter experts (SME) where necessary. As the IS front line, the Customer Support Analyst II is a key representative to MUSC customers and, therefore, is expected to provide excellent customer service.



The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.


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The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.