It Service Desk Analyst

IT Service Desk Analyst

Status: Full-Time

Location: 25117 SW Parkway Ave. Wilsonville, OR (Hybrid)

Compensation: $20 -$24

Employee Perks:

• Tuition assistance
• Mentorship opportunities
• Employee assistance program featuring free counseling services, financial coaching, legal services, and more
• Generous employee referral program
• Paid time off/sick leave (rolls over annually)
• 401K retirement plan with employer contributions
• Comprehensive benefits package with medical coverage, voluntary dental, vision, and life insurance, short-term disability, and AD&D coverage

Avamere understands the importance of affordable and accessible healthcare for our team members and is very excited to partner with SEIU 503 and the Essential Worker Healthcare Trust to offer an excellent health insurance benefit plan at a significantly reduced cost to the employee.

Starting in 2023, our Full-Time Oregon team members will be able to participate in a PPO or HMO plan with deductibles as low as $800.00 with significantly reduced premium costs. Employees will be eligible to start using their benefits within their first month of hire – no 60+ day waiting period! Vision, Dental, STD, LTD, AD&D, and other benefits are available for enrollment as well.

The primary responsibility of this position is to support business process continuity by providing internal information technology support, continue to optimize the support process, and add value to the business through continuous improvement in customer satisfaction.

Essential Duties and Job Responsibilities

• Provide phone and email support for incidents or service requests related to hardware, software, mobile devices, and application support.
• Ensure SLA’s are met.
• Installs, configures, maintains, supports, and optimizes corporate Desktop and Laptop computers including hardware and application diagnosing and troubleshooting and reimaging of operating systems.
• Coordinates or installs physical hardware in local and remote facilities.
• Works with manufacturers to resolve equipment issues and schedule repairs.
• Travels to remote facilities to perform scheduled and emergency maintenance.
• Accurately documents new support procedures, tools, and techniques in the knowledge base.
• Provides courteous technical support over the phone and in person.
• Performs related duties and responsibilities as requested by the Service Desk Manager.
• Accurately prioritizes tasks and manages work time wisely.
• Maintains confidentiality with staff, supervisors, residents, and family members.
• Able to maintain satisfactory attendance in accordance with the company’s policies.
• Triages tickets and escalates to appropriate teams as necessary.
• Provide training to end users.
• Occasional overnight travel to remote facilities will be required.
• Provides after-hours and on-call support as needed.

Requirements and Qualifications

• Associates degree with major coursework in technology or a closely related field, or equivalent experience is desired.
• Must have at least 2 years of experience in a similar position.
• Must be flexible and have the ability to multi-task.

• Ability to adapt to change quickly and easily, showing willingness to learn new technologies and skills.
• Experience in performing repairs on laptop and desktop and printer hardware.

• Experience or knowledge of ITIL/ITMS framework.
• Experience or knowledge of ticketing system and call center (Fresh Service & Fresh Caller)
• Must have excellent organizational and time management skills.
• Excellent communication and verbal skills (both written and oral) in order to effectively problem solve with other employees, all levels of Avamere staff, and third parties external to Avamere.
• Must maintain a high standard of confidentiality and honesty.
• Strong analytical skills and the ability to evaluate and solve problems with minimum assistance.
• Have a strong working knowledge of Windows desktop operating systems.
• Basic knowledge of networking concepts including IP addressing, network switching and routing, DNS, and DHCP.
• Experience with Microsoft Active Directory services including user account creation, security and distribution groups, file and print sharing.
• Valid driver’s license
• Strong communication and collaboration skills.
• Ability to work both independently and in a team environment.
• Frequent visits to healthcare facilities are necessary, so COVID-19 vaccination is required.

Avamere Skilled Advisors, LLC is an Equal Opportunity Employer and participates in E-Verify