Service Desk Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Assess all incoming support tickets and escalate them as necessary.

• Offer technical assistance for login, printing, network, and desktop-related problems.

• Work alongside analysts to guarantee uninterrupted functionality of Epic and Cerner systems.

⛳️ Requirements

• Receive and evaluate all incoming client issues through phone, email, or online ticketing portal, and generate tickets for issues received directly via phone.

• Analyze all incoming tickets and escalate to other resources as required based on the complexity or duration of support needed if unable to resolve.

• Address user inquiries and resolve IT issues through phone support, remote assistance, or various self-service ticketing systems.

• Provide assistance for workflow-related challenges.

• Deliver level 1 & 2 remote technical support for various issues, including login problems, printing, network, and basic desktop & server troubleshooting.

• Aid in the resolution of Epic and Cerner tasks such as user account management and access control.

• Configure and troubleshoot Epic and Cerner connectivity for remote users.

• Collaborate with client Epic and Cerner analysts to ensure smooth operations.

🏝️ Benefits

• 401(k) matching

• Dental insurance

• Health insurance

• Paid time off

• Vision insurance