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 timely resolutions to meet customer needs. The role includes Level 1 support for client tickets, Level 2 support when possible, and 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 position requires excellent customer service by phone, email, and in person, along with adherence to company processes and procedures. The onsite schedule is five days per week every other week. The company describes itself as a virtual, value-driven IT company focused on connecting technology support to business success. Team members are expected to take ownership and pride in their work and contribute input and guidance to clients. Company values include expertise, collaboration, empathy, and integrity.
Requirements
- At least three years of Level 1 support experience in an enterprise environment.
- Comfort with enterprise systems and technologies 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 role.
- Willingness to complete additional requirements such as 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 hardware and software support.
- Contact vendors as required to resolve tickets.
- Resolve tickets in accordance with 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.
Benefits
- Cell phone and internet reimbursement
- Medical, dental, and vision coverage
- 401(k)
- Responsible paid time off
- Certification reimbursement
- Work-from-home option
- 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
Entry Level
Education Level
No Education Listed
