Service Desk Technician I - Press Ganey

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Mission
We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs.  Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Values

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

Provides front-line technical support to staff. Resolves entry-level problems and, as necessary, refers higher level problems to appropriate supervisors and/or mid/senior-level support staff. Provides technical support for applications in support of staff. Documents and tracks calls received, and works with users until a satisfactory resolution is reached.

Duties & Responsibilities

• Provides front-line technical support to staff; resolves entry-level problems.
• Follows established protocols to provide technology solutions in support of staff; escalates complex issues/problems to next level support or supervisor.
• Shares existing resources and training materials to assist users; assists in identifying trends; updates documentation as needed.
• Stays up-to-date and maintains knowledge of all services offered and/or supported by the company.
• Documents and tracks calls received, and assists with following up with clients until a satisfactory resolution is reached.

This role requires a hybrid working environment out of our South Bend IN office. 

Qualifications/Education:

Required: High School Diploma or equivalent (such as HSED or GED)

COMPTIAA+ certification Upon Hire 

Skills:

• Requires basic knowledge and/or understanding of process for completing assigned work Requires high degree of direct supervision and oversight
• Requires ability to troubleshoot and/or solve more routine issues and problems
• Duties and/or responsibilities are of minimal complexity
• Proficient in English written and verbal communication skills
• Demonstrated time management and priority setting skills
• Demonstrates a high commitment to quality
• Friendly and service-oriented

Special Working Conditions: This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed including on-call coverage rotation (including weekends). Occasional night or weekend work for special projects. This is a non-exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base hourly rate range for this position is $ 23 - 25 per hour. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/