AIT Cust Suppor Desk Analyst I

AtlantiCare; United States; On-site; USD 27,607 - 40,046; Full time

Benefits offered by this job

Generous paid time off

Medical, prescription drug, dental & vision insurance

Retirement plans with employer contributions

Tuition reimbursement

Wellness programs

Job summary

AtlantiCare is seeking a Customer Support Desk Analyst I to ensure computer operations for end users. The ideal candidate will maintain the Data Center functionality, respond to help requests, and exhibit exceptional customer service skills. Responsibilities include troubleshooting hardware/software issues and documenting resolutions. This full-time role offers benefits such as medical insurance, generous paid time off, and tuition reimbursement for educational goals.

The position requires a high school diploma, A+ Certification preferred, and strong analytical abilities. Must be able to work various shifts including weekends.

Qualifications

• Exceptional written and oral communication skills.
• Ability to absorb and retain information quickly.
• Strong troubleshooting skills with diagnostic utilities.

Responsibilities

• Field incoming help requests from end users via various channels.
• Document end-user identification and nature of the problems.
• Prioritize, schedule, and resolve problems efficiently.
• Maintain Data Center standard operating procedures.
• Develop help sheets and FAQs for end users.

Skills

Customer service orientation

Documentation skills

Problem-solving abilities

Interpersonal skills

Technical knowledge of computer hardware

Education

High school diploma or GED

A+ Certification

Job description

Position Summary

The Customer Support Desk Analyst I is responsible for ensuring proper computer and application operation so that end users can accomplish their tasks. This includes receiving, prioritizing, documenting, trending, and actively resolving end‑user help requests. Problem resolution may involve diagnostic and help‑request tracking tools and remote desktop access. The role also involves maintaining the functionality of the Data Center, initiating, monitoring, and documenting scheduled jobs, tasks, and assignments.

Education & Certifications

High school diploma or GED required.

A+ Certification preferred.

Experience

• Knowledge of basic computer hardware, including Enterprise applications required.
• Experience with desktop and server operating systems, including XP, AIX/UNIX preferred.
• Some knowledge of network required to help customers determine if they are connected.
• Working knowledge of a range of diagnostic utilities, including Go-to‑assist preferred.
• Good understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport‑building, listening, and questioning skills.
• Capable of taking a call from a difficult customer and turning the situation around.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Ability to present solutions and ideas in user‑friendly language.
• Highly self‑motivated and directed.
• Keen attention to detail.
• Proven analytical and problem‑solving abilities.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Exceptional customer service orientation.
• Experience working in a team‑oriented, collaborative environment.
• Ability to work with 3rd party vendors when needed to open manufacturer issue tickets while maintaining tracking of initial calls.

Performance Expectations

• Field incoming help requests from end users via telephone, voicemail, web, and e‑mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue.
• Build rapport and elicit problem details from customers.
• Prioritize and schedule problems for resolution. Escalate problems (when required) to the appropriately experienced technician or support staff as needed.
• Record, track, and document the customer support problem‑solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Troubleshoot anti‑virus software and error messages.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post‑resolution follow‑ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop help sheets and frequently asked questions lists for end users.
• Order and maintain inventory of Data Center supplies.
• Install, relocate, and uninstall hardware and associated cabling.
• Maintain Data Center standard operating procedures.
• Maintain secure access to the Data Center.
• Knowledge of healthcare environments and the roles of staff and how they use computers is a plus.
• Ability to multitask while maintaining great customer service.
• Adheres to AtlantiCare and InfoShare policies and procedures.
• Understands and practices the AtlantiCare values and customer service standards.
• Performs other duties as assigned.

Work Environment

Potential exposure to hazards and risks of the hospital environment on an occasional basis, including infectious disease, hazardous substances, and potential injury. Requires repetitive motion, fingering, hearing, pushing, reaching, reading, calculating, seeing, speaking, standing, and walking a majority of the time. May involve prolonged periods of sitting and various shifts.

Reporting Relationship

This position reports to the InfoShare Operations Manager.

Benefits

• Generous paid time off (PTO)
• Medical, prescription drug, dental & vision insurance
• Retirement plans with employer contributions
• Short‑term and long‑term disability coverage
• Life & accidental death & dismemberment insurance
• Tuition reimbursement to support educational goals
• Flexible spending accounts (FSAs) for healthcare and dependent care
• Wellness programs to support employee well‑being
• Voluntary benefits, including pet insurance and more

Job Details

• Position status: Full‑time
• Hours per week: 40
• Shift: Days (weekends and holidays required)
• Pay range: $20.04 – $29.07 per hour
• Job category: Information Technology