Service Desk Analyst (MOSTLY REMOTE)

Amerit Consulting; Brisbane (CA); Hybrid; USD 60,000 - 75,000; Part time

Job summary

Amerit Consulting seeks a Service Desk Analyst for a Medical Center affiliated with a California Public Ivy university. Initial on-site training in Brisbane, CA for 3–4 days precedes a role that becomes largely remote.

The position requires 3+ years of IT support, strong Windows/Mac proficiency, and solid communication skills. It involves handling incidents, collaborating with IT teams, and mentoring junior staff while targeting SLA improvements.

Qualifications

• 3+ years of IT support experience.
• Proficient with Windows and Mac in a networked environment.
• Experience supporting iPhones and Android devices.
• Broad knowledge of enterprise systems and their interrelations.
• Excellent verbal and written communication skills.

Responsibilities

• Analyze service desk issues and SLA performance; identify improvement opportunities.
• Listen to customer concerns and collaborate with teams to devise solutions.
• Gather technical information and translate jargon into customer-friendly communications.
• Act as an escalation point for junior staff with customer dissatisfaction issues.
• Mentor junior staff and participate in Level II activities.

Skills

IT support

Windows & macOS

Mobile devices

Enterprise systems

Communication skills

Education

Bachelor's or equivalent

Tools

ITIL Foundations

Microsoft Support

Apple Support

Job description

Our client, a Medical Center facility under the aegis of a California Public Ivy university and one of largest health delivery systems in California, seeks an accomplished Service Desk Analyst

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NOTE- First 3-4 days are on site for training/orientation in Brisbane CA. After that, this role is pretty much 100% remote. & ONLY W2 CANDIDATES/NO C2C/1099

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*** Candidate must be authorized to work in USA without requiring sponsorship ***

Position: Service Desk Analyst

Duration: 6 Months + Strong Possibility of Extension

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• Ability to perform analysis on Service Desk issues and failure to meet SLAs or customer satisfaction and conceptually understand reasons behind team failures/successes to contribute to a plan to increase efficiencies.
• Assist in listening to customer concerns and working proactively with management, other team members, and IT departmental groups to devise solutions
• Gather technical application information and prepare IT email communications; ability to translate application and technical jargon into customer-friendly communications.
• Manage customer relations in performing each event or problem tracking – serve as a possible internal escalation point for junior level staff with customer dissatisfaction issues.
• Take an ownership approach to ensuring Service Desk goals are reached.
• Be engaged and contribute to process improvements, increased efficiencies, and to overall Service Desk success.
• Act in a mentorship role with more junior staff, including acting in various Level II functions, assist with training, providing peer mentorship, and other leadership roles within the Service Desk.
• Demonstrates solid subject matter expertise.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS

• 3+ years of experience in IT support
• Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment
• Demonstrated proficiency in supporting mobile devices such as iPhones and Androids
• Broad knowledge of enterprise systems and how they related to one another
• Excellent communication skills in both verbal and written

PREFERRED QUALIFICATION

• Preferred job specifications may be used to enhance success in the search of the candidate. These specifications do not disqualify candidates without them from consideration.
• Please list:
• Bachelor's degree or equivalent training in a related area
• Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management
• Experience working in an academic health care, healthcare, or university environment
• Experience working in a Service Desk, Help Desk, or Call Center environment
• Preferred Certifications:
• Microsoft Support
• Apple Support
• ITIL Foundations
• HDI Support Center Agent

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Amerit Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Applicants, with criminal histories, are considered in a manner that is consistent with local, state and federal laws.