Remote IT Service Desk Analyst I

Ovation Healthcare

United States

Remote

USD 46,000 - 64,000

Full time

4 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Comprehensive health and wellness bene

HSA with employer contributions

Wellness platform with premium Incenti

Employee assistance support and vol.P

Robust and flexible paid time off

401(k) plan with discretionary match

Professional development opportunities

Company issued equipment

Job summary

Ovation Healthcare is seeking a Service Desk Analyst I to provide first-line technical assistance for clients remotely. You will troubleshoot over the phone or email, guide users through solutions and document all interactions to help ensure service level agreements are met.

The role requires an Associate degree in IT or equivalent experience, knowledge of TCP/IP, DNS, AD, and strong customer service skills. The company offers comprehensive benefits and remote-friendly policies.

Qualifications

Associate degree in Information Technology or equivalent work experience.
Knowledge of TCP/IP, DNS, WINS, and DHCP.
Knowledge of MS Active Directory.
Knowledge of network cabling standards and network room build outs.
Tech savvy with office automation products, databases and remote access applications.
Good understanding of computer systems, mobile devices and other tech products.
Exceptional judgment, thinking skills, interpersonal skills.
Ability to elevate and involve other resources as required to deliver/ support SLA’s, business requirements.
Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.
Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills.
Exceptional ability to work as a team player.
Ability to train, explain and impart knowledge to others.
Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality.
Capable of working within established policies, procedures and practices prescribed by the organization.
English sufficient to provide and receive instructions/directions.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate internal team.
Maintain skills by attending related training and performing research.
Identify and suggest possible improvements on procedures
Evening and weekend off hour activities as required.
Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team.
Develops constructive and cooperative working relationships with others and maintains them over time.
Encourages and builds mutual trust, respect and cooperation among team members.
Experience in implementation and/or use of ITIL and ITSM concepts.
Other IT support or IT administrative tasks as needed.