Service Desk Analyst

Consumer Direct Care Network • Missoula, MT

299d • Onsite

About The Position

Service Desk Analyst serve as the first point of point of contact for internal customers seeking technical assistance. The responsibilities include utilizing excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting. Additionally, utilize strong analytical skills and reasoning ability to identify solutions to technical issues. It is expected that in this role you will promote cohesiveness in the office environment and support day-to-day operations.

Requirements

• Minimum basic knowledge of computers and networking
• Working knowledge of Windows Operating Systems and Microsoft Office applications
• Formal IT Training is desirable but not required
• Previous knowledge of CDCN Systems/office experience preferred
• Minimum Diploma or GED
• Be able to successfully pass a background screening

Responsibilities

• Effective written and verbal communication
• Comply with applicable legal requirements, standards, policies, and procedures
• Demonstrate dependability
• Demonstrate effective problem-solving and decision-making skills
• Maintain necessary skills and knowledge to coordinate workflow
• Promptly address and resolve incoming incidents and requests within agreed upon time frames
• Develop documentation to incorporate proper processes and procedures as standards
• Deploy, maintain and support desktop hardware and software, mobile devices, printers, copiers, and other electronic equipment
• Translate technical information into understandable terms for a variety of audiences
• Escalate unresolved technical issues to other IT Support team members, when appropriate, and clearly communicate steps taken
• Communicate with ticket submitters and troubleshooting attempted in the ticket to ensure a smooth transition between teams
• Ability to independently manage your time and handle multiple tasks
• Participate in professional development and training activities
• Prioritize and multitask effectively
• Provide excellent customer service
• Participate in on-call rotation
• Bilingual preferred in various locations
• Other duties as assigned

Benefits

• Medical, Dental, and Vision Insurance
• Accrued Vacation with no waiting period
• Two Paid Floating Holidays
• Nine Paid Federal Holidays
• Paid Safe Sick Time with no waiting period
• Instant Earnings Option
• 401(k) Retirement plan
• Company-Paid Life Insurance
• Supplemental Life, Accident, Critical Illness, and Hospital benefits
• Short and Long-Term Disability
• Paid Parental Leave
• Flexible Spending Account
• Employee Assistance Program
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED