Service Desk Analyst 1

Required Skills & Experience

• 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 (GUI and shell-based administration tools such as Active Roles, AdAxes, etc)
• Remote Support Tools (TeamViewer, Bomgar, Splashtop, 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.
• Password resets and Identity and Access Management support
• Experience with software installations, updates, and application configuration
• Printer and peripheral hardware troubleshooting
• Strong attention to detail when processing requests and documentation
• Active listening skills, including the ability to accurately type while listening during live interactions

Nice to Have Skills & Experience

• 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

Job Description

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.