Service Desk Analyst II — IT Support & Ticketing

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

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.