Technical Desk Analyst

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Deliver first-level technical assistance for hardware and software issues (including Microsoft Office, VPN, Active Directory, client-specific software, laptops, desktops, printers, VOIP telephony, etc.)

• Provide support to multiple clients

• Accurately identify and document customer issues

• Escalate unresolved tickets to the relevant internal teams as necessary

• Effectively assign ticket urgency and impact in accordance with ITIL best practices

• Assist healthcare professionals—including doctors, nurses, and therapists—with EHR usability

• Offer exceptional customer service through effective communication, patience, and empathy

• Provide offline support as needed

• Execute additional tasks as assigned to achieve team and business goals

⛳️ Requirements

• High School diploma or GED (or equivalent experience)

• Must have a hard-wired connection to the router.

• A reliable high-speed internet connection is mandatory; satellite internet is not supported due to latency and stability issues

• Prior experience in a customer service or technical support position

• Basic understanding of PC operations and desktop applications

• Excellent verbal and written communication abilities

• Capability to multitask and resolve problems in a fast-paced environment

• Willingness to accept feedback and a desire to learn

• Flexibility and self-motivation while working remotely

• Preferred but not mandatory: CompTIA A+ certification

• Experience with Electronic Health Record (EHR) systems

• Familiarity with medical terminology

🏝️ Benefits

• Health insurance

• Career Growth: We invest in your development and cover the costs of technical certifications

• Remote Flexibility: Work from the comfort of your home in NM, TX, AZ, or CO

• Inclusive Culture: We welcome applicants of all ages and backgrounds, including stay-at-home parents and retirees

• Supportive Environment: Join a team that values transparency, communication, and collaboration