Service Desk Analyst (Hybrid)

Parasol Alliance; Watertown (WI); On-site; USD 52,000 - 66,000; Full time

Benefits offered by this job

Cell phone/internet reimbursement

Medical, dental, vision, and 401K

Paid time off

Certification reimbursement

Job summary

Parasol Alliance is seeking a Service Desk Analyst to provide end-to-end support for client tickets, primarily remote with onsite duties as needed. The role requires strong communication and customer service skills, and experience with enterprise systems.

Responsibilities include first- and second-line support, hardware/software on-site, ticket documentation, and adherence to SLAs. The position is fully remote with an alternating weekly onsite schedule and benefits supporting a healthy work-life

Qualifications

• At least three years of level one support in an enterprise environment.
• Experience with Active Directory, Microsoft Office, Windows OS, Exchange.
• Excellent communication and customer service skills.
• Healthcare experience preferred; background checks and TB test may be required.
• Onsite schedule is 5 days per week, every other week.

Responsibilities

• Level 1 support for all client tickets.
• Level 2 support when possible, by ability.
• Onsite support of hardware and software.
• Vendor contact as required to resolve tickets.
• Ticket resolution as per the client service level agreement.
• Detailed documentation within service tickets on issue steps and resolution.
• Excellent customer service on the phone, via email and in person.
• Ability to follow company process and procedures.
• Onsite schedule is 5 days per week, every other week.

Skills

Customer service

Communication

Self-motivated

Tools

Active Directory

Microsoft Office

Windows OS

Exchange

File shares

Printers & copiers

Phone systems

Job description

Position: Service Desk Analyst

Reports to: Service Desk Manager

At Parasol Alliance, our mission is to bring strategy, innovation and accountability to our clients use of technology, enabling them to maximize profitability, growth and success. Parasol Alliance is a technology solutions company exclusively serving the senior living industry. We provide leadership and comprehensive in-house technology support, to help our clients make smart strategic technology investments and effectively use technology to achieve their business objectives.

Our strategic focus forms the core of Parasol Partnerships. These partnerships lead to increased efficiency, productivity, and profitability for our clients. We make our clients more successful – and we have the data to prove it.

Leadership defines us. We are innovative leaders in everything we do.

Position Mission

Service Desk Analysts will provide exemplary service from start to finish of any customer interaction by following best practices and procedures. They will be leaders in the field of technology, masters of providing precise information and quick resolve to the customer's satisfaction.

Responsibilities

• Level 1 support for all client tickets.
• Level 2 support when possible, by ability.
• Onsite support of hardware and software.
• Vendor contact as required to resolve tickets.
• Ticket resolution as per the client service level agreement.
• Detailed documentation within service tickets on issue steps and resolution.
• Excellent customer service on the phone, via email and in person.
• Ability to follow company process and procedures.
• Onsite schedule is 5 days per week, every other week.

Requirements

• Healthcare experience preferred; long-term healthcare support experience is a plus.
• At least three years of level one support in an enterprise environment is required.
• Comfortable with multiple enterprise systems such as Active Directory, Microsoft Office Suite, Windows Operating Systems, file shares, printers and copiers, phone systems, Exchange, basic network and systems administration and desktop hardware support.
• Excellent communication and customer service skills are required.
• The position is largely self-motivated and self-structured. The right candidate will be driven to be challenged and to succeed.
• Additional requirements such as background check, substance screening, TB test, vaccinations (or masking in lieu of vaccinations)

Benefits

• Cell phone/internet reimbursement
• Medical, dental, vision, and 401K
• Responsible paid time offCertification reimbursement

Company Culture

We are an IT company but believe technology support should be directly related to your business success. Technology for technology’s sake is not what we are about. We intertwine the knowledge economy with technology to transform and interconnect our expertise with your company to expand the decision-making capabilities and ensure productivity and cost effectiveness.

Our Values

• Expertise
• Collaboration
• Empathy
• Integrity

If you want to work for a value-driven, high-performance company and to experience an exciting opportunity to help grow a company then this is the job for you. We are looking for our team members to take ownership and pride in their work, and to provide input and guidance for the clients of Parasol. We are a virtual company that offers work from home, responsible time off and bonus opportunities.