Service Desk Analyst II

HCTec, LLC; Waukesha (WI); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to provide exceptional customer service in a dynamic call center environment. This role involves interacting with customers to resolve inquiries, delivering remote support, and ensuring a high level of satisfaction. The ideal candidate will have a strong background in IT, excellent communication skills, and the ability to thrive in a fast-paced setting. Join a forward-thinking company that values teamwork and innovation, where your contributions will make a real impact on customer experiences and operational efficiency.

Qualifications

• 5 years experience in IT or an Associates degree in IT or Healthcare Informatics required.
• Strong customer service and communication skills are essential.

Responsibilities

• Provide timely and enthusiastic remote support to IT customers.
• Accurately process and record call transactions using designated tracking software.
• Identify troubleshooting techniques and document case information.

Skills

Customer Service Skills

Communication Skills

Problem-Solving Skills

Effective Listening Skills

Typing Proficiency

Team Player

Education

5 years experience in IT

2 year Associates degree in IT or Healthcare Informatics

Tools

Healthy IT ticketing system

Microsoft Windows operating system

Job description

MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role.

ESSENTIAL RESPONSIBILITIES

1. Interact with customers to provide and process information in response to inquiries, concerns, and requests
2. Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
3. Deliver service and support to end-users, including via remote connection or over the Internet
4. Research required information using available resources
5. Follow standard processes and procedures
6. Accurately process and record call transactions using a computer and designated tracking software
7. Organize ideas and communicate oral messages appropriate to listeners and situations
8. Follow up and make scheduled call backs to customers where necessary
9. Stay current with system information, changes and updates
10. Identify troubleshooting techniques/steps and document all case information and updates as information becomes available via Healthy IT ticketing system
11. Follow proper escalation procedures as defined by management
12. Ensure customers receive prompt, accurate, and courteous service

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

1. Proper phone etiquette and effective listening skills
2. Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar
3. Knowledge of customer service principles and practices
4. Medical/clinical terminology is preferred, but not required
5. Must be able to sit for long periods of time
6. Position requires use of headset/microphone
7. Experience supporting software computer applications and equipment from a helpdesk environment
8. Experience maintaining and troubleshooting all versions of Microsoft Windows operating system
9. Experience with mobile device support (iPhone, Android, Windows Mobile)
10. Must be a team player and build good working relationships across all functions
11. Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
12. Need to be flexible, adaptable, and possess creative problem-solving skills
13. 5 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required

Perform other duties as assigned.