IT Service Desk

Job Summary:

This position will provide customer-friendly assistance to clients having trouble using IT products and services. The Technical Support Analyst will troubleshoot, diagnose, and resolve or escalate Level 1/2 incidents as necessary.

• Performing technical customer support via telephone, chat, and email support
• Provide level 1 triage and resolutions such as password resets, account unlocks, and troubleshooting network connectivity issues
• Performing call-backs as required
• Acting as a subject matter expert (SME) across limited subject areas
• Training and mentoring other service desk associates as needed

Responsibilities:

• 5-6 years related work experience required in 5 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in an MS Windows / MS Office environment
• A bachelor's degree in computer science or related field required
• Must have 3+ years acting in a more senior role on the Service Desk.
• Advanced Knowledge of various Operating systems (OS) such as Windows 10 and MAC OS Knowledge of various mobile devices, such as iOS and Android platforms
• Knowledge of Network fundamentals
• Solid experience with Citrix Systems application
• Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.)
• Solid experience of Microsoft Office 365
• Knowledge and experience with ITSM systems such as Service Now or Remedy
• May produce complex documents, perform analysis, and maintain databases
• Excellent organizational skills with the ability to handle and prioritize multiple projects
• Healthcare application and healthcare industry knowledge helpful
• Analytical Problem-Solving Skills – must be adept at analyzing technical challenges, identifying possible causes, and advocating for solutions
• Must have a desire to provide superior customer service for internal and external customers
• Excellent organizational skills with the ability to handle and prioritize multiple projects
• Healthcare application and healthcare industry knowledge helpful
• Ability to take direction from all levels
• Exhibit a high level of individual initiative as well as work well within a collaborative team environment