Overview :

Our client, a Medical Center facility under the aegis of a California Public Ivy university and one of largest health delivery systems in California, seeks accomplished IT Service Desk Analyst .

Candidate must be authorized to work in USA without requiring sponsorship

Location : San Francisco, CA 94103 (100% Remote acceptable)

Duration : 6 months contract w / possibility of extension

Notes :

• Position is currently remote but could be onsite upon conversion to FTE role.
• Work Schedule : 8 hours day shift (starting between 6 : 00am 6 : 00pm Pacific Time) OR swing shift (between 12 : 00pm 09 : 00pm Pacific Time). Weekends possible.

Description :

• Technical position providing desktop support to end-users-does not require clinical support.
• This is a mid-level Service Desk analyst position with a primary responsibility of providing desktop support to end-users.
• At this level, support calls may be complex in nature where judgment will be required in problem resolution. Responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations.
• Balances technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk.
• Works to resolve or appropriately escalate issues and assist with maintaining the Knowledge Base (KB).
• Communicates technical concepts effectively in both written and oral.
• Applies advanced technical knowledge as well as application access to resolve application problems.
• Acts as a mentor to junior level staff and be called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met.
• Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.
• 75% : Take inbound customer requests via phone, chat, email, or ticket. Work in a remote capacity to resolve reported issues quickly and efficiently.

Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.

Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness. Accurately record / report support issues and solutions per encounter via work tickets in ServiceNow.

Provide front line support for a variety of business applications, provision and administer user accounts and reset passwords in Active Directory.

Effectively escalate issues to other teams as appropriate per SOP for the best Customer Support experience. Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management.

• 5% : Major Incident tracking and customer notifications.
• 5% : Level II duty assignment as applicable Involves resolution or routing of issues escalated from Level I. Work at this level often involves more complex or more time-consuming technical tasks that are not appropriate for front line phone / chat staff to handle.

May include Deskside / Field work at specific locations.

• 5% : Act as a peer mentor to junior level staff.
• 5% : Own and maintain knowledge base articles.
• 5% : Other special projects as assigned.

Qualifications :

• 3 years of experience in IT support.
• Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment.
• Demonstrated proficiency in supporting mobile devices such as iPhones and Androids.
• Broad knowledge of enterprise systems and how they related to one another.
• Demonstrates problem-solving skills.
• Excellent communication skills in both verbal and written.

Preferred :

• Bachelor’s degree or equivalent training in a related area.
• Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management.
• Experience working in a Service Desk, Help Desk, or Call Center environment.
• Preferred Certifications : Microsoft Support, Apple Support, ITIL Foundations, HDI Support Center Agent.

I'd love to talk to you if you think this position is right up your alley, and assure a prompt communication, whichever direction.

If you're looking for rewarding employment and a company that puts its employees first, we'd like to work with you.

Satwinder Sat Singh

Lead Technical Recruiter

Company Overview :

Amerit Consulting is an extremely fast-growing staffing and consulting firm. Amerit Consulting was founded in 2002 to provide consulting, temporary staffing, direct hire, and payrolling services to Fortune 500 companies nationally;

as well as small to mid-sized organizations on a local & regional level. Currently, Amerit has over 2,000 employees in 47 states.

We develop and implement solutions that help our clients operate more efficiently, deliver greater customer satisfaction, and see a positive impact on their bottom line.

We create value by bringing together the right people to achieve results. Our clients and employees say they choose to work with Amerit because of how we work with them - with service that exceeds their expectations and a personal commitment to their success.

Our deep expertise in human capital management has fueled our expansion into direct hire placements, temporary staffing, contract placements, and additional staffing and consulting services that propel our clients’ businesses forward.

Amerit Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Applicants, with criminal histories, are considered in a manner that is consistent with local, state, and federal laws.

Last updated : 2024-03-03