Position Title: Technical Support Intern, VHS
Location: Penn Hills
Available immediately. PAID experience. Start now continue through spring.
Position Reports to: Supervisor, Technical Support
Position Summary:
The Technical Support Intern position is responsible for providing technical support via phone, email, web for VHS customers. This will be a hands-on position in our Technical Support Center (TSC). The TSSI will also perform regular software upgrades using remote diagnostic tools for the AccuNurse platform.
Position Responsibilities:
- Participation in the Technocal Support Center call rotation and leadership with all facets of VHS Technical Support including identification of customer issues and proactive resolution
- Completion of customer software upgrades including pre-upgrade / post-upgrade customer communication and utilization of the AccuNurse support tools for both server and mobile device firmware / software upgrades.
- Ownership of more complex, Tier 1 technical issues and customer communication within defined response time goals from initial contact to final resolution
- Provide full documentation of all support activity and customer communication in the VHS Customer Relationship Management tool
- Escalation of technical issues and / or clinical questions as necessary within the Support team, the Tier 3 Engineering team, or the Clinical Solutions team
Position Qualifications:
Education: Sophomore or higher level education in a technical discipline (M&IS, CS, Technology, etc…) focused on hands-on experience. Knowledge of networking fundamentals (TCP/IP, FTP, DHCP, Telnet, routing, and client/server computing), operating systems (Linux and Windows), and databases (MSSQL, postgres SQL). Minimum of 3.0 GPA required.
Skills:
Excellent verbal communication skills both in person and via telephone
Excellent creative and technical/explanatory writing skills are required
Strong understanding and knowledge of use of service request and bug tracking systems.
Beginning to intermediate knowledge of operating systems (e.g. Microsoft Windows, Solaris)
Beginning to intermediate knowledge of programming or scripting languages.
Proven ability to manage technical issues and to prioritize workloads in a constantly changing work environment.
Proven ability to deliver outstanding customer oriented results in a high pressure, time sensitive environment
Apply online to our website:
703 Rodi Road
Pittsburgh, PA 15235
