Imaging Help Desk Lead

 

Position Summary: 

Assisting the team & Supervisor in supporting our clients service needs. Assists the Client Services Supervisor by overseeing the processes, procedures and daily activities of the Imaging Help Desk Team.

 

Essential Duties and Responsibilities:

All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary.  Any non-essential functions are assumed to be included in "other related duties as assigned":

These daily activities include, but aren't limited to:

• Troubleshooting issues and helping customers with Service via phone and email. The goal is to solve customer issues remotely.
• Oversee the phone queues/hold times – change logins where/when appropriate.
• Processing supply requests from clients on the phone or submitted electronically.
• Keep in constant communication with supervisor via weekly meeting.
• Advise Supervisor/Manager of issues.
• Work OT as needed to keep things running smoothly in the department.
• Special Projects as assigned.
• Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.
• Other related duties as assigned.

 

Qualifications/Requirements:

• Minimum of two days in office
• Knowledgeable of Microsoft products, especially Excel, and have the ability to learn new software products.
• Knowledge/Experience with Imageware/Vcare/Remote diagnostic tools.
• Ability to work with minimal supervision.
• Superior customer service and communication skills, both orally and written.
• Works well under pressure and achieve deadline while managing multiple tasks.
• Ability to effectively deal with highly complex, confidential and sensitive information.

                                                                                                                                                     

Education/Experience:

• Minimum two years of industry experience in similar field or job duties.
• College degree or past experience preferred.

                                                                                                                       

Supervisory Responsibilities:

This is a Lead position with minimal supervisory responsibilities. Position is responsible for providing direction and mentoring staff.

• Responsible for understanding, staying updated on, and enforcing the Employee Handbook as written.

 

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually minimal.

For information on the physical demands of this job, see Human Resources.

 

 

 

Loffler Core Values

What Defines our Culture.

• Positive Attitude: Be Part of the Solution. Motivate Others. Put Extra Effort in All You Do. Everything You Do Matters. Be a Team Player. Don't Fear Failure.
• Integrity: Live the Mission. Be Honest. Deliver on Commitments. Do What is Right. Be Someone Others Can Trust and Count On. Honor Commitment.
• Innovation: Be a Visionary. Welcome New Ideas. Work Smarter. Challenge the Status Quo. Welcome Challenge. Be Committed to Operational Excellence.
• Customer First Focus: Exceed Expectations. Delight Our Clients. Bring Value Every Day. Always Do a Good Job.
• Professionalism: Commit to Excellence. Learn & Improve. Looks and Words Matters. Every Interaction is an Opportunity to Exceed Expectations. Treat Others with Kindness and Respect. Best in Industry; Field Expert.
• Drive for Results: Performance-Orientated. Hard-Working. Refuse to Lose. Accountable. Set Goals to Manage Yourself to Success.

 

Loffler Companies is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace.