Help Desk Analyst 1 - Greenville, SC

Crossroads Treatment Centers•Greenville, SC

13d•Onsite

About The Position

Crossroads Treatment Centers is seeking a Help Desk Analyst 1 to provide outstanding user support in communication, troubleshooting, and resolution of tickets. This role involves following up with users to ensure timely resolution of their issues, contributing to knowledge base articles, and supporting VIP/executive level personnel. The analyst will also be responsible for configuring new user equipment and accounts, providing IT Help Desk/Level 1/Level 2 support to local and remote clinics via phone, email, and remote access, and troubleshooting expertise in PCs, laptops, printers, medical equipment, and their associated software. The position requires analyzing and resolving high-level support issues, adhering to Service Desk procedures and working practices, and consistently achieving high performance in troubleshooting and ticket resolution. The analyst will monitor the outstanding incident queue to ensure timely progression within Service Level Agreements (SLAs) and perform other duties as required, including cross-departmental work when necessary.

Requirements

Can work under pressure to deliver a high standard of service
Strong amount of technical knowledge of Windows 7, Microsoft Office products, EMR systems
Proficiency in MS Operating Systems, Remote Mobile Technologies, MS Office suite, and Smart Devices running iOS and Android
Six (6) months experience in customer service with a passion for high customer satisfaction and achieving operational excellence

Nice To Haves

Experience with desktop/laptop hardware repairs or upgrades helpful
CompTIA A+ certification desirable
Some Fresh Service experience is a plus
Previous experience working in a Help Desk analyst role

Responsibilities

Provide outstanding user support in communication, troubleshooting, and resolution of tickets.
Follow up with users to ensure that their tickets are resolved within the contracted or agreed upon time frame.
Contribute to Knowledge base articles and guides.
React to high-priority requests and support and interface with VIP/executive level personnel.
Configure new user equipment and accounts.
Provide IT Help Desk/Level 1/Level 2 support to all local and remote clinics via phone/email/remote.
Provide troubleshooting expertise in PCs, laptops, printers, medical equipment, and their associated software.
Analyze, investigate, and resolve high level support issues from customers via support cases logged in ticket system.
Adhere to agreed Service Desk procedures and working practices.
Consistently achieve high performance in troubleshooting and resolving tickets.
Monitor the outstanding incident queue and ensure all are progressed in a timely manner, within Service Level Agreements (SLAs).
Perform any other duties deemed required as part of the day-to-day role and to be able to work across department when required.