IT Help Desk Analyst I — On-Site with VIP Support

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 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.