Service Desk Support Analyst

Cross Country is looking for top talent to join our team! Cross Country is a market-leading, tech-enabled workforce solutions and advisory firm with more than four decades of industry experience and insight helping clients tackle complex labor-related challenges. Diversity, equality, and inclusion are at the heart of the organization’s overall corporate social responsibility program as t is closely aligned with our core values to create a better future for its people, communities, and stockholders. Most recently named one of the ‘Top Places to Work’ by US News and World Report, and a Most Loved Workplace by Newsweek Magazine, Cross Country is committed to excellence in delivery of its services and was the first public company to earn The Joint Commission Gold Seal of Approval® for Health Care Staffing Services Certification with Distinction.

BASIC PURPOSE:
The Service Desk Support Analyst delivers outstanding customer service by identifying and understanding user’s IT and business needs, while providing centralized advice and support to customers in line with contractual arrangements.

Hybrid schedule with onsite requirements in our Boca Raton office.

ESSENTIAL FUNCTIONS:

• Achieve team SLA obligations
• Achieve satisfactory levels in customer questionnaires and surveys
• Comply with Company’s internal policies and procedures
• Provide single point of contact for end users support using all contact mediums
• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
• Analyze the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
• Perform on-call duties in one week increments on a scheduled team rotation
• Work as scheduled on Service Desk phone queue
• Resolve trouble tickets as assigned
• Image PCs and deploy to onsite end users
• Other duties as assigned

QUALIFICATIONS:

• High school diploma or equivalent required. Associates degree in computer information systems or equivalent experience preferred.
• Minimum 1 year of relevant technical experience
• Experience with Microsoft Windows 11
• Knowledge of LAN/WAN technologies and protocols
• Administrative experience with Microsoft Active Directory and Office 365
• Basic knowledge with ServiceNow or other Service Desk applications
• Proven experience with remote control tools; GoTo assist, SCCM
• Experience with Imaging Technologies, Intune, and Microsoft Endpoint Manager

Company equipment(laptop, monitor, keyboard, mouse headset) will be provided directly to you for use during employment.

Benefits

Cross Country offers a competitive compensation, benefits, and wellness program, including Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Voluntary Insurance, 401(k) plan, Tuition Assistance, and Pet Insurance. The company offers a variety of Wellness options through Burnalong, which offers a robust online platform of classes and programs as well as local gym access.

Cross Country is an Equal Opportunity Employer (EOE) - Veteran/Disability

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