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JOB DETAILS

Supv-IS Customer Svc & Service Desk

Job Number: 51780
Location:
Auburn, WA
Job Category: Information Services
Employment Type: Full-Time Regular
Multicare Entity: Auburn Medical Center
FTE: 1
Specialty: Not Applicable
Department: IS Customer Service
Shift: Variable
Work Schedule: M-F 7:00-4:00, some exceptions & weekends required

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Position Summary:
The Supervisor Customer Service & Service Desk oversees the daily operation of the Service Desk to ensure adherence to service level agreements (SLA’s) and delivery of superior customer service and tier 1 support to customers of the IS department.   This position is a working supervisor, who in addition to supervisory responsibilities is also charged with performing senior level technical services requiring a broad knowledge and expertise in the areas of personal computers and peripheral devices, network configurations and related support to system users.  As a point of contact for escalated issues, this position requires extensive internal interactions with users, IT staff and management personnel for the successful identification of needs and issue resolutions.  A successful candidate possesses exceptional interpersonal and customer service skills, experience working in a collaborative environment, prioritization, analysis and problem-solving skills, and good judgment.

Minimum Requirements:
5 years or more of progressively experience in a Service Desk type environment
2 years lead or supervisory experience
Specific experience may be substituted for education

Education/Licenses/Certifications:
AA degree;  2 years of additional specific experience may be substituted for the AA degree; or an equivalent course work, in healthcare or computer science or business management; Bachelor's degree in computer science or related field preferred
A+ or equivalent certification
Valid Washington State Driver’s License
ITIL certification preferred

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MultiCare is an equal opportunity employer. Hiring decisions are made without regard to race, color, religion, national origin, sexual orientation, gender identity, disability or veteran status. EOE/AA/M/F/D/V

MultiCare is a smoke-free, drug-free workplace. All employment offers are contingent upon acceptable pre-employment drug tests which include testing for the use of marijuana and nicotine. As part of our commitment to a healthy workplace, we require employees to obtain an annual flu immunization.

If you are a job applicant who requires reasonable accommodation in the job application process, please contact our Candidate Experience Team at candidateexperienceteam@multicare.org.