Help Desk Analyst I
About The Position
Centerstone is among the nation’s leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people’s lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings. Come talk to us about joining the Centerstone team! JOB DESCRIPTION: SUMMARY OF POSITION Provides customer service by offering level 1 technical support for internal employees. Serves as the initial contact for all employees looking for technology support. Deals with ambiguity and eccentricities. Relies on internal and external sources to answer, evaluate, prioritize, and delegate incoming requests. Authors and updates solutions in our knowledge-based websites (ServiceDesk and Wiki).
Requirements
- Effectively communicate via written, verbal, in person and virtual methods.
- Problem solving skills.
- Ability to use deductive reasoning.
- Knowledge of virtual platforms.
- Proficient use of MS Windows Applications (Excel, PowerPoint, Word, etc.).
- High School Diploma or equivalent.
- One to three years of related experience and/or training including basic troubleshooting experience.
Nice To Haves
- Bachelor’s degree preferred.
- Experience in Active Directory preferred.
- Previous customer service experience preferred.
- IT certifications preferred.
Responsibilities
- Serves as the initial contact for all employees looking for technical support.
- Answers phone calls, troubleshoots issues or gathers the proper information to create a ticket.
- All requests are expected to have detailed documentation based on oral or written conversations.
- Prioritizes and responds to all tickets by either troubleshooting issues or escalating to the correct department based on the request.
- Documents incidents and their resolutions to develop a viable knowledge-base using ServiceDesk and Wiki.
- Occasional After Hours Call Support
Benefits
- Medical, dental, and vision health coverage
- Flexible Spending and Health Savings Accounts
- 403b retirement plan with company match
- Paid time off and ten paid holidays
- AD&D Insurance, Life Insurance, and Long Term Disability (company paid)
- Employee Resource Groups
- Continuing education opportunities
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
