IT Service Desk Analyst

Tactile Medical•Minneapolis, MN

2d•Onsite

About The Position

The IT Service Desk Analyst position will provide customer service and technical support to all Tactile employees and contractors and are responsible for providing resolutions to internal customers through expert problem identification, analysis, and appropriate troubleshooting. This position will receive trouble tickets via email, ticketing system, or telephone and are responsive and effective in creating tickets, resolving tickets and/or coordinating escalation for resolution.

Requirements

2-3 years of helpdesk/desktop support experience in a professional environment
Associates degree in Computer Science or equivalent work experience
Working knowledge of computers (hardware and software), Service Now or other IT ticketing systems, wireless technologies, Office 365, Active Directory, network architectures, and Windows operating systems
Strong problem solving, time management, flexibility, and communication skills
A successful track record of troubleshooting complex problems
Exceptional communication skills, both verbal and written, with the ability to communicate effectively with all different types of end users
Strong problem solving and listening skills coupled with patience to be able to assist our end users with the questions and issues they may be experiencing
Passionate and eager to learn new skills
Demonstrated strong organizational skills
Thrives in a team environment but is also self sufficient
Must have the ability to multi-task, organize and document many tasks at one time
Strong ability to clearly document issues and resolutions
Ability to adapt to an ever-changing environment
Commitment to customer satisfaction

Responsibilities

Provide professional employee/contractor support through email, phone and a ticketing system.
Handle incoming calls, tickets and emails timely and within service level timelines while providing excellent customer service to clients
Create tickets for all client interactions
Understand and deliver on ticket escalation expectations
Own the responsibility of your tickets by ensuring statuses are kept current, documentation is clear, and issues are resolved. Tickets must be updated in real time as events and actions occur
Report progress to clients and notifying them of resolutions through various types of documentation
Create documentation on frequently ask questions for use with other Service Desk Analysts or proactively on myTactile
Maintain compliance with all appropriate regulatory requirements including HIPAA
Perform other duties as assigned