Overview:  The Service Desk Analyst is responsible for providing telephone-based technical support of complex hardware/software incidents and service requests across the enterprise. The incumbent will serve as an advocate for internal and external customers in ensuring service requests are fulfilled to their satisfaction. Responsibilities can include troubleshooting, installation, access provisioning, hardware break/fix, etc.

Duties and Responsibilities:

• Provide telephone-based end user technical support for office and remote personnel to ensure prompt service restoration of various systems and applications;
• Display superior customer service with every end user interaction, strong analytical and problem-solving skills resulting in first-time resolution
• Exemplify excellent organizational skills with the ability to multi-task and prioritize workload during peak volume times;
• Research problems and address inquiries utilizing knowledgebase and available resources to diagnose and resolve hardware, software and system issues within the guidelines of predefined SLAs;
• Partner with various Technology departments to determine best method of escalation and resolution (i.e. owning service request/incident end to end);
• Responsible for documenting and maintaining Standard Operating Procedures, training manuals, workflows, etc.;
• Maintain compliance with ComplexCare Solutions policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solution's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Company.
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
• ComplexCare Solutions reserves the right to periodically change job descriptions in support of business demand

Job Requirements:

• 0-2 years of experience in Technical Support / troubleshooting experience;
• Proficiency with Microsoft Office Suite: Word, Excel, Visio and PowerPoint;
• Experience with IT Service Management ticketing systems (Zendesk preferred);
• Understanding of Active Directory / Group Policy;
• Excellent verbal and written communication skills;
• Ability to work in a fast-paced environment;
• Self-motivated with strong organizational / prioritization skills;
• Excellent customer service, time management skills and results-oriented;
• Proven ability to multi-task with attention to detail, work effectively under pressure and deadlines;
• Experience with ITIL framework (ITIL Foundations v3 certification preferred);
• Bilingual is a plus, with the ability to speak/read/write conversational level Spanish

Education:

• Minimum of an Associate’s degree in IT/technical field required, Bachelor’s degree preferred

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time)
• Occasionally lift, carry push, pull or otherwise move objects in repetitive motions;
• Subject to indoor environmental conditions;
• Local travel of 5-10% may be required for training purposes

Overview:  The Service Desk Analyst is responsible for providing telephone-based technical support of complex hardware/software incidents and service requests across the enterprise. The incumbent will serve as an advocate for internal and external customers in ensuring service requests are fulfilled to their satisfaction. Responsibilities can include troubleshooting, installation, access provisioning, hardware break/fix, etc.

Duties and Responsibilities:

• Provide telephone-based end user technical support for office and remote personnel to ensure prompt service restoration of various systems and applications;
• Display superior customer service with every end user interaction, strong analytical and problem-solving skills resulting in first-time resolution
• Exemplify excellent organizational skills with the ability to multi-task and prioritize workload during peak volume times;
• Research problems and address inquiries utilizing knowledgebase and available resources to diagnose and resolve hardware, software and system issues within the guidelines of predefined SLAs;
• Partner with various Technology departments to determine best method of escalation and resolution (i.e. owning service request/incident end to end);
• Responsible for documenting and maintaining Standard Operating Procedures, training manuals, workflows, etc.;
• Maintain compliance with ComplexCare Solutions policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Company.
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
• ComplexCare Solutions reserves the right to periodically change job descriptions in support of business demand

Job Requirements:

• 0-2 years of experience in Technical Support / troubleshooting experience;
• Proficiency with Microsoft Office Suite: Word, Excel, Visio and PowerPoint;
• Experience with IT Service Management ticketing systems (Zendesk preferred);
• Understanding of Active Directory / Group Policy;
• Excellent verbal and written communication skills;
• Ability to work in a fast-paced environment;
• Self-motivated with strong organizational / prioritization skills;
• Excellent customer service, time management skills and results-oriented;
• Proven ability to multi-task with attention to detail, work effectively under pressure and deadlines;
• Experience with ITIL framework (ITIL Foundations v3 certification preferred);
• Bilingual is a plus, with the ability to speak/read/write conversational level Spanish

Education:

• Minimum of an Associate’s degree in IT/technical field required, Bachelor’s degree preferred

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time)
• Occasionally lift, carry push, pull or otherwise move objects in repetitive motions;
• Subject to indoor environmental conditions;
• Local travel of 5-10% may be required for training purposes