Service Desk Analyst

Prosum; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Service Desk Agent I, where you'll provide essential support to users in healthcare settings. This role involves troubleshooting various IT issues, managing user accounts via Active Directory, and ensuring seamless operations in a dynamic environment. With a focus on customer service, you'll collaborate with IT teams to enhance processes and deliver top-notch assistance. If you thrive in fast-paced settings and are eager to make a difference, this opportunity is perfect for you.

Qualifications

• 3+ years of IT experience with a focus on Helpdesk support.
• Experience with ticketing systems and Active Directory management.
• Strong customer service and communication skills.

Responsibilities

• Act as the point of contact for all IT-related issues.
• Analyze and resolve user support issues effectively.
• Create and update tickets via Footprints system.

Skills

Helpdesk Experience

Active Directory

SCCM

Ticketing Systems (Footprint)

Customer Service

Troubleshooting

Communication Skills

Education

High School Diploma

Associate’s Degree in a related field

Tools

GoToAssist

Footprints

System Center Configuration Management

Job description

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Base pay range

$27.00/hr - $30.00/hr

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Remote - must reside within 50-100 miles of Los Angeles

3 years prior Helpdesk experience

Ticketing systems (Footprint is ideal)

Handling daily tickets of 30+ (include in your submittals how many tickets they handled at what companies using what ticketing systems)

Active Directory

SCCM

GoToAssist

Summary:

• Service Desk Agent I is responsible for supporting the end user community at the our client's hospitals and clinic locations. This position will provide support for all users experiencing problems with the clinical application software suite, various operating systems, business productivity software, network and Wi-Fi connectivity and other computer related technology.
• Accountabilities:
• Act as the point of contact for all IT related issues. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Demonstrate excellent verbal and written communication skills.
• Quickly analyze, diagnose and resolve user support issues. Research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Creating and updating tickets via Footprints ticketing system according to specified priority levels. Follows Health Sciences IT problem and ticket tracking procedures.
• Provides User Account provisioning services, as required by creating and updating user accounts via Active Directory.
• Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via GoToAssist, and SCCM.
• Provide basic in-house training to Microsoft application suite; Setup and configuring email for multi-platform mobile devices.
• Assists in the acquisition and installation of personal computers, servers, software, peripheral devices and other necessary equipment.
• Works collaboratively with other Health Sciences IT team members to resolve system problems in a timely fashion.
• Provide technical and troubleshooting assistance to Health Sciences Campus end users, as required.
• Escalate priority and unresolved issues to leadership in order to resolve quickly and efficiently.
• Provide superior customer service, training and support to Health Sciences Campus end users, as required.
• Identify and recommend ways to improve processes to Health Science’s IT Client Services Team.
• Adhere to Health Science’s IT processes and practices.
• Ability to assist with training, documenting and provide guidance to IT staff as needed & oversight for global tickets.
• Performs other duties as assigned.
• High School Diploma
• Associate’s Degree in a related field is preferred.
• Must be available to work any shift
• Minimum of 3 years of IT and 2 years’ experience in Service Desk Support
• Experience working in a call center handling tickets daily (30+)
• Must demonstrate excellent customer service, written & verbal communication skills; triage, track & monitor ticket progress per required SLA & follow escalation procedures. Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities;
• Must be able to work both independently and cooperatively in a team setting as needed and follow-up towards the successful completion of assigned tasks.
• Must be able to handle duties, including: end user support, quickly analyze & diagnose application/system issues, creating & updating user accounts in Active Directory & other systems, performs software installs, PC maintenance and maintain communication for planned & unplanned outages.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Hospitals and Health Care

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