Systems Support Technician I - LHDCMC

As a Systems Support Technician I at Luminis Health, your main responsibilities will involve providing level 2 support in a help desk environment. You’ll take calls from end users who need help with issues related to MS Office applications, Windows operating systems, and various hardware components. Your tasks will include triaging customer issues, documenting them in a help desk application, and ensuring timely follow-ups to guarantee a positive customer service experience. You will also assist with hardware and software installation, maintenance, and asset management documentation, making your role critical in maintaining smooth operations.

To apply for the Systems Support Technician I position at Luminis Health, the preferred qualifications include an AA degree or higher, preferably in a related field. If you’re currently enrolled in college-level courses, that’s great too! You should have a minimum of two years of experience in a help desk environment, with hands-on knowledge of hardware and software. Communication skills are essential for this role, and having certifications like CompTIA A+ or CompTIA Net+ is preferred but not required to boost your application.

Success in the Systems Support Technician I role at Luminis Health relies on a diverse skill set. Key skills include strong troubleshooting abilities, excellent communication and interpersonal skills, and a keen eye for detail. You should also have a comprehensive understanding of microcomputer equipment, software, and networks. Time management and multitasking capabilities are crucial, along with the ability to work both independently and as part of a collaborative team. Overall, a customer-centric attitude will help you thrive in this position!

As a Systems Support Technician I at Luminis Health, expect to work in a fast-paced, service-oriented environment. The help desk operates 24x7x365, meaning flexibility is key! You’ll be dealing with a variety of customer issues on a day-to-day basis, both remotely and in-person. Your work will involve routine maintenance and operational tasks in the computer room, so being adaptable and focused is essential. Additionally, the role includes physical demands, such as lifting equipment, so maintaining a medium-duty capacity is necessary.

As a Systems Support Technician I at Luminis Health, you’ll enjoy a competitive benefits package that includes medical, dental, and vision insurance. We offer a retirement plan with employer matching for eligible employees, generous paid time off, and tuition assistance to support your professional development. Other fantastic perks include paid holidays, wellness programs, and access to employee assistance programs. Our commitment to your health, happiness, and growth makes Luminis Health a great place to work!

When answering this question, focus on specific examples where you successfully resolved hardware or software issues in a help desk setting. Highlight the process you followed to troubleshoot problems, the tools or systems you used, and how you ensured customer satisfaction throughout the process. Showing that you have a methodical approach to troubleshooting while maintaining great communication will impress your interviewers.

Demonstrating excellent customer service skills is vital here. You should mention the importance of listening actively to understand the customer's issue fully and acknowledging their frustration. Explain how you would remain calm, provide reassurance, and strive to resolve the problem efficiently while ensuring they feel valued as a customer. Showing empathy can go a long way in calming an upset customer.

Your answer should emphasize the importance of accurate documentation. Describe how you would utilize the call tracking system to log issues, including the details needed for understanding the problem fully, steps taken for resolution, and follow-up actions. Highlight why tracking these issues is vital for preventing future occurrences and for providing comprehensive customer service.

Share any past experience you have with managing and maintaining inventory of hardware and software assets. Discuss any systems you used for tracking these assets and how you ensured everything was accounted for and properly documented. If you’ve made improvements or implemented new processes to enhance asset management, share that as well.

This is a great opportunity to talk about the resources you use to keep your skills up-to-date. Mention following relevant online forums, attending webinars, or taking online courses. Highlight any certifications you are pursuing or have completed to continually improve your knowledge in the tech field, demonstrating your commitment to lifelong learning.

Select an example where you successfully adapted to a new system under tight timelines. Outline how you approached learning the new system, any training or resources you used, and how you eventually helped others with the transition. This shows your ability to embrace change and work under pressure, which is valuable in a help desk environment.

Choose a significant example that highlights your customer service skills. Discuss the context, your role in the situation, what steps you took to exceed expectations, and the positive outcome for the customer. Make sure to focus on how your actions fostered customer loyalty and satisfaction.

Your response should reflect a systematic approach to prioritizing requests. Discuss how you assess the urgency and impact of each situation, how you communicate with users waiting for assistance, and how you manage your time to address issues efficiently. Showing you have a strategy while maintaining customer service excellence will resonate well.

This question is an opportunity for you to impress the interviewer. Research Luminis Health beforehand and articulate your understanding of its mission, values, and the services it provides. Showing that you resonate with the organization’s goals hints at your alignment with its culture and commitment.

This question allows you to express your passion for technology and customer service. Be honest about why you see Luminis Health as a perfect fit for your career aspirations. Emphasize what excites you about being part of their mission and how your skills and experiences align with the role and the organization.