Service Desk Analyst

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

📋 Description

• Act as the primary point of contact and the first level of support for end healthcare customers.

• Log, troubleshoot, resolve, or delegate incident tickets as necessary.

• Fulfill tasks and requests efficiently.

• Deliver first-level assistance for CCM software and manage major incident support.

• Offer support to AssureCare clients' employees via phone, email, and chat.

• Provide assistance for MedCompass (CCM).

• Address 40–50 issues daily.

• Keep OneNote updated with additional information and troubleshooting procedures.

• Oversee created tickets across various states and adhere to established follow-up protocols.

• Utilize RingCentral for support, including its meeting functionalities.

• Execute operational processes and procedures with precision, efficiency, and timely delivery.

• Aid in the development and upkeep of support documentation, work instructions, processes, and procedures.

• Undertake other assigned responsibilities.

⛳️ Requirements

• Previous experience in NOC, service desk, or helpdesk support is preferred.

• A two-year degree or technical training (from a technical school or military) is preferred.

• CompTIA certifications are desirable.

• Help Desk Institute (HDI) certifications are a plus.

• Familiarity with Information Technology Infrastructure Library (ITIL) Foundations v3 or v4.

• A self-motivated individual with strong organizational, administrative, and interpersonal skills.

• Capability to follow through on tasks, projects, and troubleshooting with minimal oversight.

• Exceptional oral, written, technical, and business communication abilities.

• Proficient in multitasking and thriving in a fast-paced environment.

• Knowledgeable about PC hardware and software applications.

• Proficient in Windows 10 and MacOS.

• Experience with user creations/terminations, SaaS support, ServiceNow or other ticketing systems, Microsoft Office/Office365/Outlook, ISP, cable modem and internet support, and Android or iOS mobile device support.

• Must uphold a professional image, attitude, and demeanor.

• Strong customer service focus is essential.

• Ability to collaborate and foster harmonious working relationships.

• Capability to lift devices weighing over 50 lbs.

• Excellent punctuality and attendance record.

• Conduct must be professional, ethical, fair, and of high integrity.

🏝️ Benefits

• Competitive salary and compensation package.

• Opportunities for professional development and certification.

• Supportive work environment with a focus on teamwork.

• Comprehensive health and wellness benefits.