Help Desk Analyst 1 - Greenville, SC

Crossroads; Greenville (SC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

PTO

401K with company match

Life Insurance

Short/Long Term Disability

Paid maternity/paternity leave

Mental Health Day

Calm subscription

Job summary

Crossroads Treatment Centers is seeking a Help Desk Analyst I to provide first-line and second-line IT support for local and remote clinics. This on-site role in downtown Greenville, SC focuses on fast ticket resolution, user assistance, and contributing to knowledge bases.

You will configure new user equipment, support Windows/Office platforms, and troubleshoot PCs, printers, and EMR-related software. Prior help desk experience is valued, with CompTIA A+ being desirable.

Qualifications

• Can work under pressure to deliver a high standard of service.
• Experience with desktop/laptop hardware repairs or upgrades helpful
• CompTIA A+ certification desirable
• Proficiency in Windows 7, Microsoft Office products, EMR systems
• Proficiency in MS Operating Systems, Remote Mobile Technologies, MS Office suite, and Smart Devices (iOS/Android)
• Prior experience not required but Fresh Service experience is a plus
• Six months experience in customer service with a passion for high customer satisfaction
• Previous experience working in a Help Desk analyst role

Responsibilities

• Provide 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/remote
• Provide 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.

Skills

Customer service

Troubleshooting

Remote support

Desktop hardware

Windows 7

MS Office

EMR systems

Education

CompTIA A+ certification

Tools

Fresh Service

EMR systems

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 1

• Provide 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/remote
• Provide 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 & Hours

• Role required on-site in downtown Greenville, SC
• Monday - Friday 4:30 AM - 1:30 PM

Education and Requirements

• Can work under pressure to deliver a high standard of service
• Experience with desktop/laptop hardware repairs or upgrades helpful
• CompTIA A+ certification desirable
• Strong amount of technical knowledge of Windows 7, Microsoft Office products, EMR systems
• Proficiency in MS Operating Systems, Remote Mobile Technologies, MS Office suite, and Smart Devices running iOS and Android
• Prior experience is not required but some Fresh Service experience is a plus
• Six (6) months experience in customer service with a passion for high customer satisfaction and achieving operational excellence
• Previous experience working in a Help Desk analyst role

Position Benefits

• Medical, Dental, and Vision Insurance
• PTO
• Variety of 401K options including a match program with no vesture period
• Life Insurance
• Short/Long Term Disability
• Paid maternity/paternity leave
• Mental Health Day
• Calm subscription for all employees