Job Overview:
Pay Range: $13.00hr - $18.00hr
Requirement/Must Have: - High school diploma (or equivalent) and 2+ years of experience.
- Ability to operate in a 24x7 operation some on call and after-hours time is required.
- Strong verbal and written communication skills.
Responsibilities:
- Take inbound call center calls routed to the HCIT queue during normal business hours.
- Make outbound calls requested by our customer.
- Respond to e-mail generated tickets in ServiceNow.
- Sign-up for 1 on-call shift per quarter (available for 1 week at a time during non-live support hours).
- Provide support coverage after hours during on-call shifts.
- Provide support during holiday shifts.
- Report customer feedback to regulatory bodies and maintain high standards in complaint handling.
- Manage mobile devices across multiple instances of mobile device management platforms.
- Troubleshoot device enrollments and registration, app installation, software/firmware errors, hardware errors, and OS configuration.
- Process broken, lost, or stolen devices.
- Triage and escalate support requests, infrastructure issues, and customer enhancement requests.
- Support mobile printers and peripherals, and offer best-effort-support for extended technologies that interface with mobile devices.
- Coordinate with multiple internal departments to resolve customer issues including Deployment, Marketing, Repair, Supply Chain, and Engineering.
- Answer IT related questions from internal departments.
- Test software and hardware in development and production.
- Prepare for disaster recovery protocols.
- Network with IT and non-IT representatives within business groups.
- Provide troubleshooting and technical support to end users by telephone in a call center/help desk environment.
- Track every interaction with callers to ensure high accuracy of logging and documentation.
- Utilize customer service skillset to provide technical knowledge and training to callers.
- Identify issue trends and proactively address potential high impact issues.
- Work with technical, sales, customer service, and marketing staff to prepare support for new products and service offerings.
- Provide IT Services for Non-Therapy Application Support including installation, configuration, connectivity, and passwords.
- Manage device deployment, technical support, and knowledge management.
- Support consumer mobile devices, medical accessories, medical mobile apps, and healthcare patient management platforms.
- Resolve technical problems that originate by telephone in a call center/help desk environment.
- Use expertise in customer service and technical knowledge to resolve issues surrounding installation, usage, and training.
- Provide technical support to users for PC, server, or mainframe applications and hardware.
- Answer questions regarding system procedures, on-line transactions, systems status, and downtime procedures.
- Interact with network services, software systems engineering, and applications development to restore service.
- Maintain a troubleshooting tracking log ensuring timely resolution of problems.
- Recommend systems modifications to reduce user problems.
Skills:
- ServiceNow.
- Mobile Device Management (MDM).
- Troubleshooting.
- Call Center Support.
- Help Desk Support.
- Technical Support.
- Mobile App Support.
- Hardware Troubleshooting.
- Software Testing.
- Disaster Recovery.
- Network Services.
- Customer Service.
Qualification And Education:
- High school diploma or equivalent.
- 2+ years of relevant technical support experience.
Physical Requirements(Due to nature of job, The candidate must have):
- Ability to be independently mobile.
- Ability to interact with a computer and communicate with peers and co-workers.
- Ability to travel independently to various buildings/sites.
- Ability to lift or move computers, servers, and consumer mobile devices weighing up to 50 pounds.
Benefits
Our Benefits Include:
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Health Savings Account (HSA)
- Disability Insurance (Short-Term and Long-Term)
- Life and AD&D Insurance
- Paid Sick Leave (where required by applicable state or local law)
- Supplemental Insurance Plans
- Identity Theft Protection
- Pet Insurance
- Employee Wellness Programs
- Employee Assistance Program (EAP)
- Career Growth and Professional Development Opportunities
Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.
About Cynet Systems
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.
As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.