Service Desk Analyst (Hybrid)

Parasol Alliance•Fort Wayne, IN

3d•Hybrid

About The Position

At Parasol Alliance, our mission is to bring strategy, innovation and accountability to our client's use of technology, enabling them to maximize profitability, growth and success. Parasol Alliance is a technology solutions company exclusively serving the senior living industry. We provide leadership and comprehensive in-house technology support, to help our clients make smart strategic technology investments and effectively use technology to achieve their business objectives. Our strategic focus forms the core of Parasol Partnerships. These partnerships lead to increased efficiency, productivity, and profitability for our clients. We make our clients more successful – and we have the data to prove it. Leadership defines us. We are innovative leaders in everything we do. Position Mission Service Desk Analysts will provide exemplary service from start to finish of any customer interaction by following best practices and procedures. They will be leaders in the field of technology, masters of providing precise information and quick resolve to the customer's satisfaction.

Requirements

Healthcare experience preferred; long-term healthcare support experience is a plus.
At least three years of level one support in an enterprise environment is required.
Comfortable with multiple enterprise systems such as Active Directory, Microsoft Office Suite, Windows Operating Systems, file shares, printers and copiers, phone systems, Exchange, basic network and systems administration and desktop hardware support.
Excellent communication and customer service skills are required.
The position is largely self-motivated and self-structured.
The right candidate will be driven to be challenged and to succeed.

Nice To Haves

Healthcare experience preferred; long-term healthcare support experience is a plus.

Responsibilities

Level 1 support for all client tickets.
Level 2 support when possible by ability.
Onsite support of hardware and software.
Vendor contact as required to resolve tickets.
Ticket resolution as per the client service level agreement.
Detailed documentation within service tickets on issue steps and resolution.
Excellent customer service on the phone, via email and in person.
Ability to follow company process and procedures.
Onsite schedule is 4 days every other week with one location as primary and travel to 5 other locations as needed based on tickets and schedule.