IT Service Desk 100% Remote 12 Months 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