IT Service Desk Analyst I

Carolinas Medical Center; United States; Remote; USD 33,000 - 50,000; Full time

Job summary

Carolinas Medical Center is seeking a Service Desk Specialist to provide first-line IT support for LAN/WAN software, desktops, printers, and applications. This 40-hour-per-week, full-time, remote role requires strong customer service, quick learning, and the ability to manage multiple tasks in a dynamic environment.

You will document interactions, escalate when needed, and work Monday–Friday 8 AM–5 PM from remote within allowed states.

Qualifications

• Strong interpersonal, customer service and service recovery skills.
• Strong technical aptitude with ability to learn quickly and support software applications.
• Understanding of information systems hardware, platform and database concepts.
• Ability to manage multiple priorities in a dynamic environment.

Responsibilities

• Provides initial support troubleshooting LAN/WAN-based software, desktop hardware, printers, network status and applications.
• Gathers information from customers, asks clarifying questions and escalates when needed.
• Documents all interactions thoroughly in the service management system.
• Escalates unresolved issues to second-tier support and follows up to close tickets.

Skills

Customer service

Service Desk

Call center

Technical aptitude

Multitasking

Communication

Education

High School Diploma

Job description

Department

12263 Enterprise Corporate - Service Desk

Status

Full time

Benefits Eligible

Yes

Hours Per Week

40

Schedule Details/Additional Information

Monday - Friday 8 AM - 5 PM

Fully Remote Role from these states: AL, AK, AR, AZ, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, and WY.

Due to complex requirements, remote work is NOT permitted for short or long periods in: CA, CO, WA, NYC and working Internationally (this includes working while on vacation).

No relocation, No Sponsorship or transfer of visa for this position now or in the future.

Pay Range

$24.10 - $36.15

Major Responsibilities

• Always provides exceptional customer service. This includes treating everyone with respect and dignity. Demonstrates patience and positivity when working with others in alignment with organizational values.
• Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.
• Gathers information about the issue from the customer by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user issues to resolve.
• Escalates unresolved interactions appropriately.
• Documents all relevant customer interaction information thoroughly in the service management system.
• Analyzes basic issues and arrives at workable solutions. Provides callbacks or follow-up with the customer as necessary to "close" the ticket and maintain a successful call closure rate.
• Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).
• Performs routine procedures to remedy issues or when requested.
• Escalates unresolved issues to second-tier support.
• Keeps customers informed of the status of their request if an immediate remedy is not available.
• Assists with providing technical hints and tips to proactively assist customers.
• Adherence to all Advocate Health Policy and Procedures.

Licensure, Registration, and/or Certification Required

None Required.

Education Required

High School Graduate or equivalent.

Experience Required

Typically requires 1 year of experience in customer service, call center, or Service Desk support.

Knowledge, Skills & Abilities Required

• Strong interpersonal, customer service and service recovery skills, as well as basic understanding of call centers and call tracking system.
• Strong technical aptitude with the ability to learn quickly and support software applications.
• Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.
• Ability to manage multiple priorities in a dynamic work environment.
• Analytical and problem-solving skills.
• Strong written and verbal communication skills including the ability to interact with a diverse customer population and communicate at their level.
• to use/manage a standard multiple-line telephone system.
• Ability to maintain confidentiality and work as a team.
• Ability to determine issues that may have an adverse business impact if not properly escalated.

Physical Requirements and Working Conditions

• Must be able to sit for extended periods of time.
• Must be able to perform fine hand manipulation when using a keyboard.
• Position may require occasional travel which may result in exposure to road and weather hazards.
• Ability to independently work in a remote work environment free from distractions. Potentially exposed to a normal office environment.
• Operates all equipment necessary to perform the job.

Service Desk Operations

The Service Desk supports the organization 24x7x365. Flexibility for availability in advance to work other shifts, including evening, overnight & weekends is required.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our Commitment to You

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more.