Help Desk Analyst

Arkos Health • Gilbert, AZ

320d

About The Position

The Help Desk Analyst will be responsible for the day-to-day customer support to Arkos employees and clients via end-user phone, email, or chat requests. They will support the resolution of computer, application, system, access, or performance issues. The Help Desk Analyst will develop and optimize processes to achieve service level requirements and performance goals while protecting the integrity and confidentiality of all data and information through physical and electronic measures.

Requirements

• Bachelor’s degree in business administration, computer information systems, or related field
• At least 1 year of related experience
• Proficient in Office 365 management and application usage
• Experience with and understanding of cloud infrastructure, specifically Sharepoint
• The ability to manage SaaS based systems
• Proficient in Azure Active Directory navigation, function, and management
• Demonstrate thorough understanding of the fundamental tools and concepts of one of the information technology professional disciplines (i.e., Applications, Business Analytics, Customer Service, Data, Networking, Operations, Security, Systems Engineering, etc.) and applies that understanding to make independent practical contributions to IT work within a particular Arkos department or function

Responsibilities

• Record end user requests in the Incident Tracking System Freshservice
• Understand Arkos Health Desk procedures for recording and managing requests within Freshservice
• Provide Level 1 support services for end user requests, including troubleshooting activities and advocacy for the end user
• Escalate end user requests to the appropriate support group as necessary
• Monitor system wide issues and Cart statuses, works with Arkos IT Managers and Director in providing timely notification of problem occurrences, updates, and resolutions
• Maintain a working knowledge of computer technology, network systems, standard software, CuraviCare, Carepointe, telemedicine carts and technologies
• Act as a resource of technical information to the end user community
• Monitor the Arkos call queues to ensure timely retrieval of end user requests
• Assist IT Director, and IT Managers with day-to-day operations within Help Desk and customer support
• Work on small projects in addition to providing support services
• Apply process improvement to increase product and service quality to achieve business objectives
• Perform other duties as assigned to support the overall effectiveness of the organization

Benefits

• Employer-paid Medical, Dental and vision premiums at no cost to you
• Employer-paid Short-Term Disability premiums at no cost to you
• Employer-paid Life Insurance premiums at no cost to you
• Employer matching 401(k)
• 15 days annual combined sick/vacation and 9 days of holiday during your first year
• Your Birthday off!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree