Service Desk Analyst (Hybrid)
About The Position
Service Desk Analysts provide exemplary service throughout customer interactions by following best practices and procedures. They provide precise information and work to resolve customer issues quickly and to the customer's satisfaction. The position provides Level 1 support for client tickets and Level 2 support when possible, as well as onsite hardware and software support. Analysts contact vendors as needed, resolve tickets according to client service level agreements, and document issue steps and resolutions in detail. The role requires excellent customer service by phone, email, and in person, along with adherence to company processes and procedures. The onsite schedule is Tuesday and Thursday each week. This is a largely self-motivated and self-structured role for someone driven to take on challenges and succeed. Candidates must meet additional requirements that may include a background check, substance screening, TB test, and vaccinations or masking in lieu of vaccinations. The company describes itself as a virtual company offering work from home, responsible time off, and bonus opportunities.
Requirements
- At least three years of Level 1 support experience in an enterprise environment.
- Comfort with enterprise systems and tools including 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.
- Ability to work in a largely self-motivated and self-structured manner.
- Drive to take on challenges and succeed.
- Additional requirements may include a background check, substance screening, TB test, and vaccinations or masking in lieu of vaccinations.
Nice To Haves
- Healthcare experience is preferred; long-term healthcare support experience is a plus.
Responsibilities
- Provide Level 1 support for all client tickets.
- Provide Level 2 support when possible, based on ability.
- Provide onsite support for hardware and software.
- Contact vendors as required to resolve tickets.
- Resolve tickets according to client service level agreements.
- Document issue steps and resolutions in detail within service tickets.
- Provide excellent customer service by phone, email, and in person.
- Follow company processes and procedures.
- Take ownership and pride in work, and provide input and guidance for clients.
Benefits
- Cell phone/internet reimbursement
- Medical, dental, and vision coverage
- 401(k)
- Responsible paid time off
- Certification reimbursement
- Bonus opportunities
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
