Service Desk Support Specialist (MSO)

Summary Posted: Jan 2, 2024 Weekly Hours: 40 Role Number: 200530528 At AC Wellness Network, our focus is to support the delivery of compassionate, effective healthcare to the Apple employee population. We believe that trusting, accessible relationships with our patients, enabled by technology, promotes high quality care and a great patient experience. This is fostered by an environment of continuous learning and teamwork, which in turn allows us to work with our patients to achieve exceptional health outcomes. We are looking for a Service Desk Support Specialist to join our IT team. Key Qualifications Key Qualifications Minimum 4 years of customer service experience. At least 2 years of experience troubleshooting macOS and iOS and variety of applications. Aptitude for researching solutions and a logical approach to problem solving. Knowledge of ITIL standard methodologies such as the difference between Incident, Problem and Change. Experience in a tech support organization. Experience collaborating with multi-functional partners a plus. Experience with Jira Service Desk strongly preferred. Description Description The Support Specialist is the first point of contact for application support related questions and tier 1 incident handling. The primary role of this position is to receive, log, resolve, escalate and/or ensure full resolution with patients and clinic staff. Issues to be addressed will include those allowing for immediate resolution to those that may need escalation to IT or Engineering. In addition to direct support, this position will also assist in assembling regular and ad hoc reporting. Additional job functions include: - Monitor a support queue and perform incident triage. Follow established workflows for prioritization and categorization, provide first line response to requests for application support and resolve issues on first touch whenever possible. - Follow triage and escalation workflows as pertains to escalation and routing of support cases to the accurate resource (e.g., IT and Engineering). Identify process improvement opportunities and offer feedback to Service unit leads and partners. - Provide input into and refinement of standard operating metrics and dashboards. - Handle major technical incidents (e.g., outages) and raise to appropriate support resources. - Provide customer verification of case closures. - Provide feedback to multi-functional teams to assist in identifying trends and addressing root causes. - Provide occasional onsite hardware support including computer deployment, configuration and solving issues. Education & Experience Education & Experience Bachelor’s degree in software engineering, computer science, computer engineering, or related technical field. Additional Requirements Additional Requirements - Superb communication skills, especially written. - Available to work evenings and weekends as needed. - Healthcare experience is a plus. - Previous large company experience is a plus. - This is a site based role. Pay & Benefits Pay & Benefits At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $105,200 and $158,100, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits. Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.