Help Desk Analyst 1 - Greenville, SC

Crossroads-Treatment-Centers; Greenville (SC); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K with match

Paid parental leave

Mental Health Day

Life Insurance

Disability insurance

Job summary

Crossroads Treatment Centers is seeking an on-site Help Desk Analyst I in Greenville, SC to deliver frontline IT support for clinical and administrative users. You will handle tickets, assist with hardware/software issues, and ensure timely resolutions across local and remote clinics.

The role requires familiarity with Windows, MS Office, EMR systems, and a customer-focused mindset. Prior help desk experience and CompTIA A+ are desirable; Freshservice experience is a plus.

Qualifications

• 6 months of customer service experience focused on satisfaction and operational excellence.
• Experience in desktop/laptop hardware repairs or upgrades is helpful.
• CompTIA A+ certification is desirable.
• Strong knowledge of Windows 7, Microsoft Office, EMR systems.
• Proficiency with MS Operating Systems, Remote support, and Smart Devices.

Responsibilities

• Provide IT Help Desk/Level 1/Level 2 support for local and remote clinics via phone, email, or remote sessions.
• Follow up with users to ensure tickets are resolved within the contracted or agreed time frame.
• Configure new user equipment and accounts.
• Provide troubleshooting expertise for PCs, laptops, printers, medical equipment, and software.
• Analyze, investigate, and resolve high-level support issues from tickets in the system.
• Adhere to Service Desk procedures and SLA commitments.
• Collaborate across departments when required.

Skills

Customer service

Technical support

Help desk

Troubleshooting

Ticketing system

Windows

MS Office

Remote support

EMR systems

Education

CompTIA A+ certification (desirable)

Tools

Freshservice

Job description

Crossroads Treatment Centers is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Since 2005, Crossroads has been at the forefront of treating patients with opioid use disorder. Crossroads is a family of professionals dedicated to providing the most accessible, highest quality, evidence-based medication assisted treatment (MAT) options to combat the growing opioid epidemic and helping people with opioid use disorder start their path to recovery. This comprehensive approach to treatment, the gold standard in care for opioid use disorder, has been shown to prevent more deaths from overdose and lead to long-term recovery. We are committed to bringing critical services to communities across the U.S. to improve access to treatment for over 26,500 patients. Our clinics are all outpatient and office-based, with clinics in Georgia, Kentucky, New Jersey, North and South Carolina, Pennsylvania, Tennessee, Texas, and Virginia. As an equal opportunity employer, we celebrate diversity and are committed to an inclusive environment for all employees and patients.Day in the Life of a Help Desk Analyst 1Provide outstanding user support in communication, troubleshooting, and resolution of tickets.Follow up with users to ensure that their tickets are resolved within the contracted or agreed upon time frame.Contribute to Knowledge base articles and guides.React to high-priority requests and support and interface with VIP/executive level personnel.Configure new user equipment and accounts.Provide IT Help Desk/Level 1/Level 2 support to all local and remote clinics via phone/email/remoteProvide troubleshooting expertise in PC’s, laptops, printers, medical equipment, and their associated software.Analyze, investigate, and resolve high level support issues from customers via support cases logged in ticket system.Adhere to agreed Service Desk procedures and working practices.Consistently achieve high performance in troubleshooting and resolving tickets.Monitor the outstanding incident queue and ensure all are progressed in a timely manner, within Service Level Agreements (SLA)s.Any other duties deemed required as part of the day-to-day role and to be able to work across department when required.Location & HoursRole required on-site in downtown Greenville, SCMonday - Friday 4:30 AM - 1:30 PMEducation and RequirementsCan work under pressure to deliver a high standard of serviceExperience with desktop/laptop hardware repairs or upgrades helpfulCompTIA A+ certification desirableStrong amount of technical knowledge of Windows 7, Microsoft Office products, EMR systemsProficiency in MS Operating Systems, Remote Mobile Technologies, MS Office suite, and Smart Devices running iOS and AndroidPrior experience is not required but some Fresh Service experience is a plusSix (6) months experience in customer service with a passion for high customer satisfaction and achieving operational excellencePrevious experience working in a Help Desk analyst rolePosition BenefitsMedical, Dental, and Vision InsurancePTOVariety of 401K options including a match program with no vesture periodLife InsuranceShort/Long Term DisabilityPaid maternity/paternity leaveMental Health DayCalm subscription for all employees