Service Desk Analyst

Apex Systems; Pennsylvania; Remote; USD 40,000 - 80,000; Full time

Job summary

This innovative firm is seeking a Service Desk Technical Analyst to provide remote IT support and solutions. In this role, you'll be responsible for resolving technical issues related to hardware, software, and access management, ensuring effective communication with users and stakeholders. You'll also play a key role in maintaining the Electronic Health Record (EHR) System and supporting system upgrades. Join a dynamic team that values collaboration, continuous learning, and innovation, while enjoying a comprehensive benefits package and opportunities for professional development. If you're passionate about technology and customer service, this role offers a chance to make an impact in a rewarding environment.

Benefits

Comprehensive benefits package

Training and development opportunities

Certifications

Career resources

Qualifications

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

Responsibilities

• Provide remote support for technical needs and resolve complex issues.
• Maintain security and confidentiality regarding Patient Information.

Skills

Interpersonal Communication

Technical Troubleshooting

Communication

Customer Service

Education

High School Diploma or Equivalent (GED)

Job description

We see you're coming in from Europe. Are you interested in a position with Apex Systems? Send us your information and resume or call us at our Cork office [phone]

Job#: 2066789

Job Description:

This Opportunity is Remote; however, candidates must reside in PA.

Job Summary: 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 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. Accountable for satisfying all job-specific obligations and complying with all organization 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.