Senior Technical Service Desk Analyst - Remote - NM,TX,AZ CO only

ZipRecruiter; Albuquerque (NM); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading IT solutions company in Albuquerque is looking for a Senior Analyst to support daily operations in an IT healthcare call center. Responsibilities include managing escalated incidents, resolving issues, and training new employees to improve team performance. Candidates should have a relevant undergraduate degree, experience in service desk functions, and specific IT certifications. This position offers competitive pay and opportunities for professional growth.

Qualifications

• Service Desk Analyst Metrics & Expectations with a Green Score Card for 12 months.
• 1 year experience in Service Desk Specialist functions.
• Certified in CompTIA IT Fundamentals or ITIL Foundations.

Responsibilities

• Provide exceptional over-the-phone technical support.
• Manage ticket queues effectively and ensure SLA compliance.
• Troubleshoot and resolve hardware and software issues.

Skills

Customer service skills

Technical troubleshooting

Attention to detail

Training and coaching

Education

Undergraduate Degree pertaining to IT

Non-Expired CompTIA A+

Non-Expired CompTIA Sec+ or Google Cyber Security Professional

Tools

TEAMS

ServiceNow

PureCloud

Job description

Job DescriptionJob DescriptionDescription:

Shifts may range from 6am to 10pm

The Senior Analyst supports daily operations alongside Tier 1 Service Desk Analysts in an IT healthcare call center. They handle escalated incidents, service requests, and offline work, acting as a subject matter expert to ensure SLA compliance. Working closely with the Operations Supervisor, they help improve team performance through side-by-side training, coaching, and quality assurance.

Key responsibilities include resolving unresolved Tier 1 tickets, identifying issue trends, and ensuring ticket accuracy. The Senior Analyst also manages critical incidents, reworks subpar tickets, and provides exceptional over-the-phone technical support, escalating issues as needed to maintain high customer satisfaction.

Requirements:

Qualifications/Experience:

Service Desk Analyst Metrics & Expectations + must have a Green Score Card for 12 months

• Monthly Minimum Metrics for all Service Desk Analysts
• 400 Interactions/month on average
• Ticket quality greater than or equal to 85%
• Alerted no Answer less than 4%
• Scheduled Adherence greater than 85%
• Security Verification meeting standards

Promotional Prerequisites:

• Associates degree with two years’ related experience and/or equivalent combination of education and experience
• 1 year Experience in Service Desk Specialist functions:
• 1 year Experience in Service Desk Analyst functions or commensurate experience
• TEAMS, ServiceNow and PureCloud expertise
• Knowledge in more than 1 contract/service line.

Fully successful in ALL of SDA duties, scorecard performance, and possess at least (2) two certifications, or a certification and degree, plus Mandatory 12 months tenure as an SDA.

• Undergraduate Degree pertaining to IT
• Non-Expired CompTIA A+
• Non-Expired CompTIA Sec+ or Google Cyber Security Professional
• CompTIA IT Fundamentals or ITIL Foundations
• HDI Desktop Advanced Support Technician (HDI-DAST)
• HCHB or Epic certification/education
• SxS Training proficiency and experience
• In-depth technical specialty (e.g., mobility, Telehealth, HCHB End Stage, Ancillary clinical applications, IDaM, etc)

Sr. Service Desk Analyst Roles, Responsibilities and Expectations:

Under limited supervision of the Service Desk Supervisor/Manager, perform the following duties:

• Perform all Specialist SDA and SDA duties as needed, including end-user support via phone, email, or ticketing system.
• Troubleshoot and resolve issues related to hardware, software, applications, system access, and performance.
• Use knowledge bases and standard procedures to resolve incidents, document solutions, and meet service levels.
• Escalate complex issues to appropriate teams and assist with ticket routing, rework, and quality control.
• Manage ticket queues effectively, resolving unresolved Tier 1 tickets and ensuring SLA compliance.
• Support high call volumes during outages or major incidents and assist with impact tracking and communications.
• Participate in client meetings, assist with ticket reviews, and communicate relevant updates to the team.
• Provide floor support (virtually or in-person) for SDA teams and coordinate offline or reassigned work as needed.
• Help onboard and train new hires, support after-hours team members, and contribute to knowledge base articles.
• Participate in the on-call rotation and perform other duties as assigned.

Additional Duties may include but are not limited to:

Major Incidents

· Handle all MI’s – PHS, etc. according to client requirements.

· Responsible for facilitating incident prioritization

· Demonstrated knowledge in Event Management terminology, process, and urgency

· Perform the administrative tasks for the duration of the major incident using excellent customer service skills and expertise in client’s organizational structure

· Standup and run a client’s Major Incident command call line IDaM

· Perform IdAM and post configuration calls [AHT 30 to 90 min] as assigned.

SxS Trainer

· Perform all SxS training for the cluster -- Conduct SxS training with agents to raise individual performance to Unity standards.

· Use the checklists and assessments from the LP to conduct SxS training.

Teaching analysts technical and EHR skills so they can resolve caller issues such as how to:

• Navigate the systems and functionality.
• Understand the specific client’s escalation paths.
• Understand the specific client’s policies and procedures.
• Troubleshoot and fix technical issues.
• Help analysts practice resolving issues using virtual “shadowing” and “reverse shadowing” tools. Ability to “double up” trainees when required.

Monthly Metrics for all SR. SDA + Must have Green Score Card for 12 months

• 300 interactions month on average
• Ticket Quality equal or greater than 85%
• Alerted No Answer under 4%
• Required to be on queue when not performing other functions, i.e.: customer meetings, ops meetings, offline work, escalations, etc.
• Security Verification meeting standards
• Monthly Metrics for All SR SDA

Disclaimer

• The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.
• It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.
• The preceding job description does not alter the “at will” status and therefore does not constitute a contract of employment, expressed, or implied between any employee and UnityBPO.

We are an equal opportunity employer. All applicants will be considered for employment without attention to , , , , , , , veteran, or status.