The purpose and scope for this position is to provide first level HMS technical telephone support to HMS clients located throughout the United States and Puerto Rico. Employees in this position can expect a moderate level of supervision to insure the accuracy of call tracking, monitoring, and resolution. The TSA1 will retain ownership of all calls they take and follow up on them to insure a resolution is reached and the client is notified of the results.

• Handle incoming communications in a support environment generally through ACD system calls, voice mail, and e-mail
• Resolve 50% of all front line issues without escalation
• Search the call tracking database and CTS knowledgebase before seeking assistance
• Analyze problem tickets to identify permanent solutions, user training needs, Support Desk process improvement, and ideas to eliminate business interruptions
• Escalate problems to appropriate individual based on established guidelines and procedures
• Thoroughly document all calls including communication with other departments
• Call ownership – own the call until it is resolved or someone else accepts ownership
• Enhance current knowledge base documents as technology changes
• Create new knowledge base documents as issues arise that do not have an existing KB entry
• Educate clients when possible to reduce call volume and enhance client knowledge
• Skill sets that may be utilized include but are not limited to IBM System i midrange servers, Linux Cent OS, Windows Desktops, Windows Servers, Microsoft Word, MS SQL Server 2000+, Active Directory, Citrix/Terminal Servers, Virtualization, Printer and Scanner troubleshooting

• Windows Server and Desktop Administration or Support
• Knowledgeable in Microsoft Office applications
• Has an understanding of the basic principles of LAN/WAN, DNS, TCP/IP, WINS, DHCP and virtualization software and concepts
• Call Center or Help Desk experience preferred
• IBM System i knowledge preferred
• Kofax Ascent Capture scanning knowledge a plus
• Technology related certifications a plus (IBM, Microsoft, Citrix, etc…)
• Extremely high aptitude for working in a fast paced environment
• Must be flexible with a “can do” attitude and have the ability to remain professional under high pressure situations
• Must possess strong problem resolution skills
• Demonstrate strong time management skills with the ability to respond to service and trouble calls quickly and efficiently, while adjusting priorities
• Must be self-motivated and have the independence, initiative and desire to achieve
• Must be detail oriented, organized, and have the ability to multi-task
• Must possess work habits that are conscientious and methodical; a strong work ethic using efficient methods and the ability to see tasks through to completion
• Ability to work in a team environment as well as individually
• Excellent written and verbal communication skills. This includes addressing clients and co-workers in a non-technical manner as needed
• Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives
• Must be available to participate in an after-hours beeper support rotation
• Ability to retain and protect confidential material
• Negative pre-employment drug test
• Criminal and MVR background check meet HMS hiring criteria.

Recruiter in the Human Resources Department
3102 West End Avenue, Suite 400
Nashville, TN 37203
Fax: (615) 386-2869