Technology Services / IT Support Analyst
About The Position
The Support Analyst is accountable to provide first and second tier level support to end-users, including but not limited to; desktop/virtual desktop environments, enterprise mobile devices, business and enterprise applications, and phone system. Responsible for managing the incident lifecycle as assigned. Responsibilities include working directly with end users, documenting incident workflow and resolution, incident queue assignment and escalation. Responsible for service catalog request fulfillment as assigned, tracking and monitoring assigned requests and incidents to ensure service standards are met.
Requirements
- AA degree in technical field (or equivalent experience)
- 3 Years technical support experience
- Excellent customer service skills
- Multi-level technical skills and analytical ability
- Experience with an ITSM tool
Nice To Haves
- Health care industry experience
Responsibilities
- Provide first and second tier level support to end-users for desktop/virtual desktop environments, enterprise mobile devices, business and enterprise applications, and phone system.
- Manage the incident lifecycle as assigned.
- Work directly with end users, documenting incident workflow and resolution.
- Handle incident queue assignment and escalation.
- Fulfill service catalog requests as assigned.
- Track and monitor assigned requests and incidents to ensure service standards are met.
Benefits
- Competitive Health, Dental and Vision Plans
- Retirement savings plan with employer match
- Paid time-off
- Tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
