IT Support Analyst

Blue Cloud•Austin, TX

8d•Remote

About The Position

NOW HIRING IT SUPPORT ANALYST - Remote ABOUT US Blue Cloud is the largest pediatric Ambulatory Surgery Center (ASC) company in the country, specializing in dental restorative and exodontia surgery for pediatric and special needs patients delivered under general anesthesia. We are a mission-driven company with an emphasis on providing safe, quality, and accessible care, at reduced costs to families and payors. Our ASC based model provides an excellent working environment where you will partner with a close-knit clinical team of Dentists, Anesthesiologists, Registered Nurses, Registered Dental Assistants and more. We’d love to discuss these opportunities in greater detail, and how Blue Cloud can become your new home! OUR VISION & VALUES At Blue Cloud, it’s our vision to be the leader in safety and quality for pediatric dental patients treated in a surgery center environment. Our core values drive the decisions of our talented team every day and serve as a guiding direction toward that vision. We cheerfully work hard We are individually empathetic We keep our commitments ABOUT YOU You have an exceptional work ethic, positive attitude, and strong commitment to providing excellent care to our patients. You enjoy working in a fast-paced, dynamic environment, and you desire to contribute to a strong culture where the entire team works together for the good of each patient.

Requirements

Excellent attitude, great phone etiquette.
Ability to rapidly establish a good working relationship with customers and other professionals.
Ability to demonstrate clear and confident skills both written and verbal.
Ability to deal with problems and technical issues in a friendly, calm and reassuring manner.
Passion for IT and technology with an enthusiastic, thorough and methodical approach to problem solving.
Tenacity and dedication to peruse an issue from beginning to end, with initiative and reliability to work unsupervised on many occasions.
Self-motivated with an ability to multi-task, prioritize and escalate accordingly.
Hand on approach and willingness to learn.
Solid working knowledge of the Windows Operating System, including but not limited to Windows 10 and 11
Basic understanding of networking and server technologies
Excellent communication skills, both written and oral
Superior problem solving and troubleshooting skills
Thorough documenting and organizational skills

Nice To Haves

Previous IT Call Center Experience
Experience with Office 365
College Degree preferred, but experience will substitute

Responsibilities

Logs incidents and requests accurately.
Provides first line investigation and diagnosis of incidents and requests.
Troubleshoots moderate to complex issues and requests as they relate to client technologies.
Troubleshoots the cause of problems, not just the symptoms, acting to prevent problems from recurring.
Resolves issues in the prescribed time limits; otherwise escalates to appropriate level 2 personnel and follows standard operating procedures as agreed upon regarding ticket ownership.
Participates in efforts to continuously improve Level 1 performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction.
Adheres to corporate policies and defined service level agreements.
Helps to maintain a knowledgebase by documenting known errors, workarounds, procedures, and application specific information.
Reports status, issues, and timelines to management staff for critical issues being worked.
Provides coverage for all modes of communication: telephone, chat, e-mail or other methods as necessary.
Participates in required training for both technical and interpersonal skills.