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SalaryJob description
Avatar Managed Services seeks Service Desk Analysts for our service desk. Avatar Managed Services is a total IT solution provider that primarily serves the Houston area. The company helps its clients achieve their objectives through the optimization of IT Service Management and Technical Support. We are looking for an individual that has prior experience as IT Service Desk Analysts. The individuals selected must have demonstrated the ability to troubleshoot PC-related issues while always maintaining a high level of customer service. This individual must have the ability to clearly create and update ticket in English, but also be fluent in Spanish.
Responsibilities include but are not limited to the following:
· Provide professional and friendly support consistently via telephone, email, chat and remote connections.
· Identify and communicate issue clearly to the customer, indicating specifics on the issue, and what was the resolution to the issue.
· Create and manage tracking tickets according to Service Desk standard operating procedures.
· Triage, diagnose, and resolve computer hardware and software issues.
· Resolve issues where possible and assign issue to the correct support team when resolution is not possible.
· Execute standard escalation procedures based on issue priority.
· Tracking recurring problems and escalating them to management in a timely manner.
· Coordinate the installation of hardware and software
· Contribute to all Service Desk process and technical documentation.
· Participate in Quality Assurance by calling clients a ticket is closed to ensure that they are satisfied with the service.
· Available 24/7 to respond to emergency situations.
Qualifications:
· Strong communication skills to be able to work on technical issues with non-technical customers in English and Spanish.
· Excellent customer service and interpersonal skills
· Ability to communicate via email and tickets in English
· Highly self-motivated and detail-oriented
· Ability to effectively prioritize and multi-task in a high-pressure environment
· Strong background in Windows client operating systems, standard desktop applications, and user account management.
· Working knowledge of network support issues
· Working knowledge of remote working systems and support
· Ability to work in a team-oriented collaborative environment
· At least 1 year of Service Desk Experience required, 2 or more years preferred.
· At least 2 years of Customer Service experience required, 3 or more years preferred.
· Healthcare experience, especially EMR support, highly desirable.
Job Types: Full-time, Contract
Pay: $40,000.00 - $50,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Schedule:
8 hour shift
Monday to Friday
Weekend availability
Education:
High school or equivalent (Preferred)
Experience:
Help desk: 2 years (Preferred)
Windows: 2 years (Preferred)
Job Type: Full-time
Salary: $40,000.00 - $50,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Experience level:
Under 1 year
Schedule:
8 hour shift
Monday to Friday
No weekends
On call
Ability to commute/relocate:
Houston, TX: Reliably commute or planning to relocate before starting work (Required)
Experience:
Help desk: 1 year (Preferred)
Windows: 1 year (Preferred)
Work Location: In person
Job Type: Full-time
Pay: $40,000.00 - $50,000.00 per year
Schedule:
- 8 hour shift
- Monday to Friday
- On call
- Weekends as needed
Work Location: In person
