Service Desk Analyst II

HCTec; Waukesha (WI); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking enthusiastic IT support professionals to join their dynamic team. This role primarily focuses on delivering exceptional remote support to customers, ensuring their IT issues are resolved promptly and efficiently. With a strong emphasis on communication and customer service, you'll be the first point of contact for inquiries and concerns, utilizing your troubleshooting skills to provide solutions. If you're passionate about technology and thrive in a fast-paced environment, this is the perfect opportunity to make a significant impact in the IT support landscape.

Qualifications

• 5 years' experience in IT or relevant degree required.
• Strong customer service and communication skills are essential.

Responsibilities

• Provide timely remote support to IT customers.
• Interact with customers to resolve inquiries and issues.
• Document case information and follow up as necessary.

Skills

Customer Service

Communication Skills

Troubleshooting

Microsoft Windows Support

Mobile Device Support

Typing Proficiency

Problem-Solving Skills

Education

5 years' experience in IT

2-year Associates degree in IT or Healthcare Informatics

Tools

Healthy IT ticketing system

Remote support tools

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