Service Desk Analyst

Apex Systems; Danville (PA); Remote; USD 45,000 - 65,000; Full time

Job summary

A leading IT services company is seeking a Service Desk Technical Analyst to provide support for IT hardware and software, including EHR systems. This role involves troubleshooting, access management, and ensuring effective communication with users. The ideal candidate will have strong customer service skills and relevant experience. Join a team that values innovation and offers comprehensive benefits, including training and development opportunities.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Program

Employee Stock Purchase Program

Health Savings Account

Employee Assistance Program

Professional Development Opportunities

Qualifications

• Minimum of 2 years of relevant experience required.
• IT knowledge and customer service experience preferred.

Responsibilities

• Provide remote and customer-facing support for technical needs.
• Resolve complex technical problems and maintain documentation.
• Participate in on-call rotation for 24x7x365 support.

Skills

Interpersonal Communication

Technical Troubleshooting

Communication

HR Policies, Standards, and Procedures

Customer Service

Education

High School Diploma or Equivalent (GED)

Job description

Remote Opportunity - Candidates Must Reside in PA

The Service Desk Technical Analyst is responsible for tasks related to IT hardware, infrastructure, access, application, and software support, including the Electronic Health Record (EHR) System. This includes issue resolution, access management, request fulfillment, training, testing, implementation, go-live support, and maintenance. The IT Service Desk serves as a front-line and tier 2 technical contact between Information Technology and organizational departments, IT vendors, partners, and the user community.

Job Duties

• Provide remote and customer-facing support and solutions for technical needs.
• Resolve complex technical problems, assess impact and urgency, and set priorities according to Service Level Agreements (SLAs).
• Facilitate First Call Resolution.
• Develop a strong understanding of the EHR and all related technology and applications.
• Maintain goodwill, cooperation, and productive relationships.
• Accurately document interactions, incidents, and requests.
• Provide regular updates on work status.
• Produce documentation as requested.
• Route incidents according to established protocols.
• Notify IT customers of downtimes or service interruptions.
• Maintain security and confidentiality, especially regarding Patient Information (PI) or Personally Identifiable Information (PII).
• Communicate effectively with peers, stakeholders, project teams, and leadership.
• Participate in on-call rotation for 24x7x365 support.
• Support system upgrades, patches, and monitoring.

Work is typically performed in an office environment. The employee is accountable for satisfying all job-specific obligations and complying with all organizational policies and procedures.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Work Schedule (Multiple Shifts Available):

• 12:00 PM - 10:30 PM (4 – 10’s), every other weekend including holidays.
• 8:00 AM - 4:30 PM (5-8’s) or 7:00 AM - 5:30 PM (4 – 10’s), every other weekend including holidays.

Preferred Qualifications

IT knowledge, education preferred. Demonstrated customer service and call center experience preferred.

Education

• High School Diploma or Equivalent (GED) - Required

Experience

• Minimum of 2 years of relevant experience - Required

Skills

• Interpersonal Communication
• Technical Troubleshooting
• Communication
• HR Policies, Standards, and Procedures
• Customer Service

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401(k) program, which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program, and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure, and offers certification discounts and other perks to associations including CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams, and resources within our ‘Welcome Packet,’ which an Apex team member can provide.