Description

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

Key Skills
Education

Any Gradute

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