IT Help Desk Agent
Overview:
Dialysis Clinic, Inc. is recruiting top talent interested in supporting our nonprofit mission to prioritize individualized care for patients facing chronic kidney disease. Our mission states “the care of the patient is our reason for existence,” and our dedicated team embodies our sole purpose during every patient interaction.We seek motivated, compassionate individuals to provide top-notch patient care and offer paid training, competitive pay, outstanding benefits, Sundays off and a strong culture. Join DCI today to build relationships and gain fulfillment serving individuals in our comfortable clinical setting with a lower caregiver-to-patient ratio than other providers.
The Help Desk Agent is responsible for user account maintenance and responding to phone calls and emails submitted to the DCI Help Desk; logging user support issues and requests into a ticket tracking system and then resolving or routing tickets to appropriate team members for resolution.
Schedule: Remote; Non-Exempt; Full-time, typical schedule is five 8-hour shifts, Monday - Friday
Benefits:
- Comprehensive medical, dental and vision benefits
- Life and long-term care insurance provided at no additional expense to employee
- Paid time off (PTO) including holidays
- Extended Sick Bank (ESB) in addition to PTO – paid time for doctor appointments, sickness or medical leave
- Retirement plans with $.50 of each contributed dollar matched for eligible employees, up to 8 percent
- Education reimbursement
- Employee assistance program
- Wellness program
- Among others
Responsibilities:
What You Can Expect:
- Work on a team of six first line Help Desk agents to log user support issues.
- Review and analyze the requests and then assign to appropriate team members for resolution.
- Resolve documented issues within the appropriate time frame, including but not limited to, user account setup.
- Logging user support issues and requests into a ticket tracking system.
- Resolving or routing tickets to appropriate team members for resolution.
Organization skills/expectations include: Must possess excellent organizational skills and be detail-oriented.
Qualifications:
Successful Candidates Bring:
- Excellent communication skills
- Desire to collaborate with teams
- Ability to problem solve
Education/Experience:
- A Bachelor Degree is desired but not required.
- Windows 10, Magic Service Desk, BMC Footprints, MS Office 365, Active Directory Users and Computers and Adobe Acrobat are used on a daily basis.
- Will train the right candidate if necessary.
- A minimum of 2 years experience years of IT customer service is required.
DCI is committed to building a diverse and inclusive organization. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status.
DCI’s Differentiator:Since opening the first clinic 50 years ago in Nashville, Tenn., our Dialysis Clinic, Inc. family has grown to be the nation’s largest nonprofit dialysis provider with more than 270 locations in 30 states, serving nearly 14,000 patients each day.
DCI invests in our care teams and funds research to further kidney care and treatment options. DCI prioritizes a holistic approach and offers hemodialysis, home dialysis and peritoneal dialysis treatment options. We empower patients to live meaningful and productive lives while also delivering high quality kidney care, saving lives and reducing hospitalizations.
Learn more about DCI and see if we’re hiring in a clinic near you! www.dciinc.jobs
DCI is a federal contractor and an Equal Opportunity/Affirmative Action Employer-Veterans/Individuals with Disabilities. If you are having difficulty using the online application system or would like to request other accommodations or application methods, please contact Doug Patterson at Accommodations@dciinc.org or 615-327-3061. Once a request has been made, DCI will initiate a discussion with you about your needs and whether an accommodation can be provided.DCI is committed to providing such accommodations where possible.
For more information about equal opportunity please see:
https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf; and
https://www.nlrb.gov/sites/default/files/attachments/basic-page/node-3788/employeerightsposter-8-5x11.pdf.
Security Roles and Responsibilities can be reviewed at: https://www.dciinc.org/security-roles