Job Description
| HVHC (Highmark Vision Holding Company) is a whollyowned subsidiary of Pennsylvaniabased Highmark Inc and is comprised of middot Davis Vision one of the nationrsquos leading managed vision and eye care providers serving more than 10000 client groups covering nearly thirtyfive million beneficiaries middot Viva International Group a worldwide leader in ophthalmic frames and sunglass distribution and manufacturing middot Visionworks of America Inc the largest and fastest growing US owned specialty optical retail chain in the country Comprised of over 540 retail stores in 40 states and the District of Columbia through 15 retail brand names Together our family of companies provides vision care to thousands of organizations and to millions of Americans We are currently seeking a Helpdesk Analyst to Resolve evaluate and prioritize incoming telephone voice mail email and inperson requests for assistance from users and stores experiencing problems with hardware software networking and other computerrelated technologies Requirements include but are not limited to the following Provide phone email and inperson support to corporate offices labs DCs stores and remote offices Enter accurate customer information problem descriptions and call details into corporate ticketing system Research issues and questions utilizing available resources and documentation Contact 2nd and 3rd level support teams and IT management as necessary for rapid issue resolution Maintain helpdesk service levels regarding productivity and quality including but not limited to Abandonment rate percentage of time on phones first call resolution number of tickets closed per hour incident accuracy and percentage of calls presentedtaken Work a variety of shift work hours including weekends and holidays The ideal candidate will possess the following 2 years of related experience High school diplomaGED Bachelors or equivalent preferred Call CenterCustomer Service Help Desk experience required Must have experience in an Enterprise Environment extensive knowledge of computer hardware and software knowledge of Microsoft Office products and Windows AD environment Crossdomain experience in the following IT areas Servers Desktop Networking Telecom and Misc hardware middot In addition to a competitive compensation HVHC strives to provide an appealing work environment and comprehensive benefits package that meets the needs of our associates and their families If you are interested in becoming part of a family that regards their associates as professionals and invests in their employees by offering training and coaching then yoursquoll want to be a part of the HVHC family EOE Please submit your resume to cdeatonhvhccom mailtocdeatonhvhccom and list the position title in the subject line of the email Committed to a drug free and smokefree workplace |
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