Service Desk Analyst II – Information Tech (Evenings)

Tanner Health; United States; On-site; USD 45,000 - 65,000; Full time

Job summary

Tanner Health is seeking a Service Desk Analyst to join the Information Technology team. You will provide telephone support for a 3,000+ user environment, dispatch technical staff to customer locations, and manage incoming calls with escalation when needed.

You will maintain a service order database and act as a liaison between the technical staff and diverse customer base, applying judgment to prioritize calls and resolve issues efficiently.

Qualifications

• Three years of related experience in a customer service or support environment, preferably in a call center or direct user interaction role.
• HDI Support Center Analyst Certification is required or able to complete in 6 months.
• Experience with Service Desk ticketing systems such as Cherwell, Altiris, Remedy, HEAT, etc. desired.
• Experience using remote control tools for assisting users, troubleshooting, and resolving problems.
• Experience working with thin clients or virtualized applications (VMware, Citrix, Sun Ray, etc.) desired.
• Proficiency with Microsoft Windows Operating Systems.
• Proficiency with Microsoft Office Suite (Word, Excel, Powerpoint, Access, Visio) and Exchange.
• Familiarity with IP addressing, DNS, and DHCP.

Responsibilities

• Provide telephone support for a 3000+ user environment.
• Dispatch technical support to customer locations and assist with escalations.
• Handle all incoming calls and route to appropriate resolution paths.
• Maintain a service order database using the Service Desk Call Management software.
• Act as a liaison between technical staff and a broad customer base for Service Desk information.

Skills

Customer service

Call center

Windows OS

Remote support

Education

High School Diploma or GED

Associate degree or related coursework (60 hours toward BS)

Tools

Cherwell

Altiris

Remedy

HEAT

Job description

The Service Desk Analyst is a team member of the Information Technology department, participating in the day-to-day operations of the office. This employee is responsible for providing telephone support for a 3000-plus user environment, dispatching all technical support to customer locations, handling all incoming calls and escalation for software and hardware support, and maintaining a service order database using the appropriate Service Desk Call Management software. The Service Desk Analyst assists with customer support and serves as a resource to the department and the organization for Service Desk information. The Service Desk Analyst must be capable of making decisions regarding the urgency and or seriousness of calls and serve as a liaison between the technical staff of the department and the department’s wide variety of customers.

Education:

High School Diploma or GED

Experience:

Three years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.

Licenses and Certifications:

HDI Support Center Analyst

Qualifications:

Associate degree or equivalent college coursework in pursuing a bachelor’s degree in Computer Science or a related field, including 60 hours of degree coursework. 1 year of experience in a customer service or support environment, preferably in a call center or other direct user interaction role. In place of educational requirements applicant must possess 3 years of the defined experience.

Experience with Service Desk ticketing systems such as Cherwell, Altiris, Remedy, HEAT, etc. desired.

Experience using remote control tools for assisting users, troubleshooting, and resolving problems.

Experience working with thin clients or virtualized applications. VMware, Citrix, Sun Ray, etc. desired.

Proficiency with Microsoft Windows Operating Systems.

Proficiency with word processing, spreadsheet, presentation software, workflow software, and database software. Prefer the Microsoft Office Suite of applications (Word, Excel, Powerpoint, Access, and Visio). Proficient with Microsoft Exchange email systems.

Familiarity with Internet Protocol (IP) addressing, Domain Name Service (DNS), and Dynamic Host Communication Protocol (DHCP) desired.

Help Desk Institute (HDI) Support Center Analyst Certification is required or able to complete in 6 months. Additional industry-recognized IT-related certifications are desired.