Service Desk Analyst

Service Desk Analyst II

Role Description

If you believe that a smile and positive attitude can come shining through during a simple phone call, then you should apply to join our team as a Service Desk Analyst.

Passion for people, patience, and a knack for problem-solving are key attributes of our Service Desk Analyst’s personality. While you’ll have plenty of back-up when you need it, you’ll earn the moniker “Dr. IT” with your ability to diagnose and cure the technical ills of our clients.

Under general supervision, our Service Desk Analysts work in a fast-paced call center environment. They diagnose problems and provide support to end users for PC, server, applications and hardware. Your success will be judged in part by your ability to resolve issues over the phone in a professional manner and knowing when to escalate more complicated issues to other support teams. You will interact with other IT teams, including network services, systems engineers, and/or applications development to restore service and/or identify and correct core problems. You’ll expect to have the ability to simulate or re-create user issues to resolve operating difficulties and learn new knowledge base processes as they become live. You’ll need to maintain currency and a high level of technical skill in your field of expertise but know that more complex issues can be escalated for resolution in a timely fashion.

Qualifications and Skills

We understand that each person is uniquely qualified for something out there, but we want to make sure that you’re uniquely qualified for this position.

• High School Diploma or equivalent required; associate degree in computer science or equivalent preferred
• Minimum 4 years supporting customers remotely in a business environment
• Proof of being fully vaccinated against COVID-19 and Influenza is also required

Required Skills

• CompTIA A certification or 1-year equivalent computer experience
• IT Helpdesk, Service Desk or Call Center Experience
• Experience with Ticketing Systems (ServiceNow, Jira, AutoTask, Remedy, etc)
• Office 365 system support
• Proficiency working in Active Directory
• Remote Support Tools (TeamViewer, Bomgar, Quick Assist)
• Experience with Collaboration Software (Microsoft Teams, Zoom, WebEx, etc)
• Familiarity with Windows, MAC, iOS, and Android Operating systems and Applications
• Experience with PC imaging and configuration.
• Excellent interpersonal, verbal, and organizational skills
• Ability to adapt to changes in technology using analytical skills.
• Excellent interpersonal, verbal, and organizational skills.
• Ability to work well in a team-based, fast paced/multitasking environment.
• Ability to respond knowledgeably and in a manner understandable to the customer with regards to questions or technical issues.
• Ability to respond promptly to customer needs. Answers incoming calls within 10 seconds (approximately 3 rings)
• Ability to support client approved software.
• Ability to keyboard/type a minimum of 40wpm.
• Ability to work independently within a quiet, uninterrupted, private working environment.
• Customer Service focused.

Desired Skills

• Healthcare IT Experience
• Manage Service Provider (MSP) Experience
• Experience with modern Contact Center solution (Talkdesk, Dial Pad, Genesys, etc)
• Additional CompTIA / Coursera / Google certifications
• Familiarity with Clinical Applications (CensiTrack, SPM, etc)
• Microsoft Endpoint Management Tools (Software Center, MCCM, MECM, etc)
• EHR Application Support (Cerner, Epic, etc)
• Mobile Device Management and Support
• VDI Support (VM Ware Horizon, Azure Virtual Desktop, Citrix DaaS, VirtualBox, etc)
• VPN Application Support (Fortinet, Pulse Secure, Palo Alto, etc)
• Basic Network troubleshooting (Net MRI, Infoblox, Wireshark, etc)
• Familiarity with Oracle Databases
• IP / Soft Phone Support

Responsibilities

• Handle escalations from Service Desk and Field Service staff
• Participate in client and internal projects as needed.
• End-user account creation
• Processing mass communications and alerting
• Participate in situation management process.
• Answers, evaluates, and prioritizes incoming telephone, e-mail, and incident management requests for assistance from users experiencing problems with hardware, software, networking, printing, and other computer-related technologies.
• Logs and tracks calls using Service Desk reporting system to maintain historical records and related problem documentation.
• Manage Identity and Access Management while following strict security protocols .
• Assists customers via remote access tools.
• Maintain stable wired network connection at home or on-site.
• Daily Time tracking.
• Support client-approved software.
• Training and supporting new end-users.
• Review and resolve system performance issues.
• Diagnose and address internet connectivity slowness.
• Assist with password resets.
• Ticket management and updates.
• Use of Knowledgebase and process documentation.
• Root cause analysis and resolution assistance of recurring technical issues.
• Consistently look for initiative-taking opportunities.
• Additional tasks and duties as assigned by management.
• Must be Vaccinated for COVID-19 and Influenza.