Service Desk Analyst

Ovation Healthcare • Crest, CA

3d • $45,684 - $63,958 • Remote

About The Position

The Service Desk Analyst I provides prompt, useful technical assistance for computer systems, devices, and applications that clients need to perform their work. The analyst answers basic technical questions, troubleshoots and resolves issues, and communicates clearly with customers to understand problems and explain solutions. The role requires a customer-oriented, patient approach, including when handling difficult customers.

This remote position serves as an initial point of contact for technical support requests and involves troubleshooting, documenting and tracking issues, escalating unresolved cases, and sharing customer feedback with internal teams. The analyst also maintains technical knowledge through training and research, suggests process improvements, supports ITIL and ITSM practices, and performs other IT support or administrative tasks as needed. Evening and weekend off-hour activities may be required.

Requirements

• Associate degree in Information Technology or equivalent work experience.
• Knowledge of TCP/IP, DNS, WINS, and DHCP.
• Knowledge of Microsoft Active Directory.
• Knowledge of network cabling standards and network room build-outs.
• Working knowledge of office automation products, databases, and remote access applications.
• Good understanding of computer systems, mobile devices, and other technology products.
• Strong judgment, critical-thinking, and interpersonal skills.
• Ability to escalate issues and involve other resources as needed to support service-level agreements and business requirements.
• Strong organizational and resourcefulness skills, including the ability to create and maintain systems for leveraging knowledge and available information.
• Ability to demonstrate respect and tolerance for people with less knowledge or fewer skills.
• Ability to work effectively as a team player.
• Ability to train, explain, and impart knowledge to others.
• Ability to handle sensitive and proprietary information professionally and maintain confidentiality.
• Ability to work within established organizational policies, procedures, and practices.
• Sufficient English proficiency to provide and receive instructions and directions.
• Ability to collaborate virtually and participate in team meetings.
• Ability to sit for extended periods at a desk and work on a computer.
• Reliable high-speed internet and stable Wi-Fi with sufficient bandwidth for video conferencing, cloud-based tools, and other work activities.
• Must maintain a HIPAA-compliant workspace that is secure from unauthorized access and interruptions, avoid public Wi-Fi unless using a secure company-provided VPN, and comply with applicable HIPAA privacy and security regulations.
• Experience with implementation and/or use of ITIL and ITSM concepts.
• Demonstrated problem-solving, customer service, oral and written communication, teamwork, judgment, attendance, punctuality, and dependability skills.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance by phone or email.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Determine appropriate solutions based on the issue and information provided by customers.
• Guide customers through problem-solving steps.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information about IT products and services.
• Record events, problems, and resolutions in logs.
• Follow up and update customer status and information.
• Forward customer feedback and suggestions to the appropriate internal team.
• Maintain skills through related training and research.
• Identify and suggest improvements to procedures.
• Perform evening and weekend off-hour activities as required.
• Comply with organizational policies, procedures, performance improvement initiatives, and confidentiality requirements.
• Communicate clearly and effectively with service recipients, family members, guests, and healthcare team members.
• Develop and maintain constructive, cooperative working relationships and foster mutual trust, respect, and cooperation among team members.
• Perform other IT support or IT administrative tasks as needed.

Benefits

• Comprehensive medical, dental, vision, life insurance, and short- and long-term disability coverage.
• Health savings account with employer contributions, flexible spending accounts for healthcare, and dependent care accounts.
• Wellness platform with premium incentives.
• Employee assistance support and voluntary supplemental plans, including accident, critical illness, hospital indemnity, and child disability insurance.
• Flexible paid time off offerings and company-paid holidays.
• 401(k) plan with discretionary employer match opportunities.
• Professional development opportunities.
• Company-issued equipment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree