Service Desk Analyst I : IT Technology
About The Position
Responds to end-user requests for technical assistance via phone, email, or ticketing system; troubleshoots and resolves basic computer, application, system, device, access, and performance issues. Documents, tracks, and resolves reported problems using established processes and procedures to meet service levels and standards. Researches, troubleshoots, and delivers solutions utilizing product information and solution databases. Advises users on preventive methods and provides supporting documentation. Escalates issues to appropriate teams to ensure timely resolution. Installs or upgrades software and devices, sets up user profiles, and resets passwords as needed. Meets all response-time and quality service level standards. Performs other duties as assigned.
Requirements
- High School required, Associates preferred
- A minimum of 1 year of experience required or demonstrated equivalent skill level
- Experience in technical customer support (including large enterprise technical call center and/or computer network center ops)
- Knowledge and ability to identify trends in issues
- Add desktop troubleshooting
- Basic understanding of HW, SW, Mobile phones, A+ cert
Nice To Haves
- Experience in a healthcare environment preferred
- Certifications Preferred: CompTIA A+, Support Center Analyst - SCA
Responsibilities
- Responds to end-user requests for technical assistance via phone, email, or ticketing system
- Troubleshoots and resolves basic computer, application, system, device, access, and performance issues
- Documents, tracks, and resolves reported problems using established processes and procedures to meet service levels and standards
- Researches, troubleshoots, and delivers solutions utilizing product information and solution databases
- Advises users on preventive methods and provides supporting documentation
- Escalates issues to appropriate teams to ensure timely resolution
- Installs or upgrades software and devices, sets up user profiles, and resets passwords as needed
- Meets all response-time and quality service level standards
- Performs other duties as assigned
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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
5,001-10,000 employees
