Service Desk Support Analyst - East Coast

The role of the Service Desk Analyst is to provide technical support and issue resolution to the
company’s Team Members while delivering outstanding customer service. The Analyst will
provide troubleshooting assistance across several categories of incidents through remote and
in-person interactions. The Analyst is responsible for resolving routine (first level) questions and problems and will work with the Sr. Service Desk Analyst or other IT groups on more complex issues.

Specific duties include, but are not limited to:

• Identify research and resolve first level technical problems with a focus on
  First Call Resolution. Will be first line response to all incoming calls and
  newly submitted tickets through ticketing system, Ivanti. Ticket categories
  include New Hire account set-up, equipment orders, account terminations,
  VPN connectivity issues, mobile unit connectivity, and hardware and software problems.

• Will work with Sr. Service Desk Analyst or other IT groups on complex or
  unresolved issues. Will escalate issues as defined in escalation guidelines.

• Maintain high quality documentation of problems and resolutions in the
  Ticketing System. Responsible for updating the knowledge base to ensure
  accurate and current information is on file.

• Provisions and decommissions services as directed.

• Maintains asset information and Service Catalog as needed.

• Performs other related duties as required including new system migration,
  the company’s Team Member user training, data conversion, system
  administration and application set-up.

• All other duties as assigned.

Position Requirements:

• High School Diploma or Equivalent Experience Certificate.

• Intermediate system knowledge including, but not limited to, Service Desk ticketing systems, Citrix, Cameyo, Active Directory, Okta MFA, and Google Workspace.

• Must possess strong interpersonal and communication skills with the ability to interact effectively with client groups and translate technical terms into layman’s terms.

• Strong organization skills and the ability to work on many tasks simultaneously in a high- pressure environment.

• Capable to self-manage and prioritize high volume of tickets in order to assist end users with their technical needs.

• Demonstrated success is previous environments requiring high level of confidentiality and professional discretion.

Preferred:

• Certificate from College or Technical School or Associate's Degree or Equivalent Experience.

• Two years of experience in a service desk role will be considered in lieu of Associate’s Degree.

• CompTIA A+

Physical Requirements:

Standard Office Environment.

More than 50% of the time:

• Sit, stand, walk.

• Repetitive movement of hands, arms and legs.

• See, speak and hear to be able to communicate with patients.

Less than 50% of the time:

• Stoop, kneel or crawl.

• Climb and balance.

• Carry and lift 10-20 lbs.