Service Desk Analyst

Company Overview

Pixel Health is bridging the gap between healthcare and technology. Every day we work closely with clinicians, their IT teams, and each other to improve the confidence of medical staff in the IT they use every day, enhance communications between IT departments and medical staff, determine gaps in IT systems and processes, manage IT workflow, and provide entire IT managed services including help desk, field services, cabling and engineering. We are determined to keep healthcare workers doing what they do best: patient care.

Employee Value Prop

This kind of work requires an employee who can tackle problems with creativity, holds themselves with integrity, and has a willingness to collaborate and learn. We value internal staff development to encourage our employees to grow as individuals within their roles and become valuable members of their teams. Our incredibly skilled and diverse team is here to support you as you grow in this role. We want to give you the tools to master new (or existing) skills and build meaningful relationships.

As a team member at Pixel Health, you can expect to have a direct impact on the way healthcare is delivered, it is no small feat, but it is important work that we believe in. Our experienced team relies on the support and innovative ideas you will bring with you to this role. IT doesn’t live in a bubble.

Title

Service Desk Analyst

Location

Eastern US / Remote

Role Description

If you believe that a smile and positive attitude can come shining through during a simple phone call, then you should apply to join our team as a Service Desk Analyst.

Passion for people, patience, and a knack for problem-solving are key attributes of our Service Desk Analyst’s personality. While you’ll have plenty of back-up when you need it, you’ll earn the moniker “Dr. IT” with your ability to diagnose and cure the technical ills of our clients.

Under general supervision, our Service Desk Analysts work in a fast-paced call center environment. They diagnose problems and provide support to end users for PC, server, mainframe applications and hardware. Your success will be judged in part by your ability to resolve issues over the phone in a professional manner and knowing when to escalate more complicated issues to other support teams. You will interact with other IT teams, including network services, systems engineers, and/or applications development to restore service and/or identify and correct core problems. You’ll expect to have the ability to simulate or re-create user issues to resolve operating difficulties and learn new knowledge base processes as they become live. You’ll need to maintain currency and a high level of technical skill in your field of expertise but know that more complex issues can be escalated for resolution in a timely fashion.

Qualifications and Skills

We understand that each person is uniquely qualified for something out there, but we want to make sure that you’re uniquely qualified for this position.

Required Skills

• Analytical skills to resolve problems that require the use of basic scientific, mathematical, or technical principles.
• Work also requires the ability and desire to master new applications and technology on a continual basis.
• High School Diploma or equivalent required; associate degree in computer science or equivalent preferred.
• Minimum 2 years supporting customers remotely in a business environment.
• Proof of being fully vaccinated against COVID-19 and Influenza is required.

Desired Skills

• Preferred Associates Degree in Computer Science or closely related field.
• MSP (manage Service Provider), IT Helpdesk, Service Desk or Call Center experience.
• Experience with Healthcare IT and Patient care support.
• Experience with ticketing systems such as ServiceNow, Jira, AutoTask.
• Microsoft Endpoint Management Tools.
• MCCM / MECM / SCCM.
• Additional CompTIA / Microsoft Certification.
• Experience with Cerner / EPIC application.
• VM Ware Horizon client support.
• Fortinet application support.
• PaloAlto Global Connect support.
• Remote support tools such as BeyondTrust / Bomgar / Datto RMM.
• Additional CompTIA certifications, Coursera (Google IT support).

Responsibilities

• Updates user and asset information as appropriate.
• Serves as the first contact between IT and the end user community pertaining to computer problems, training issues, or work orders related to network connectivity or computer projects.
• Provides analysis and resolution of computer problems and issues.
• Guides end users through diagnostic procedures in order to resolve as many problems as possible.
• Escalates problems to supervisor, when necessary.
• Have knowledge of Windows, MAC, iOS, and Android Operating systems and Applications.
• Excellent interpersonal, verbal, and organizational skills.
• Work well in a team-based, fast paced / multitasking environment.
• Respond knowledgeably and in a manner understandable to the customer with regards to questions or technical issues.
• Respond promptly to customer needs.
• Answers incoming calls within 10 seconds (approximately 3 rings).
• Remote support of client approved software.
• Type a minimum of 40 words per minute.
• Analyze and evaluate incident reports and make recommendations to reduce help line incident rate.
• Work independently from remote location within a quiet, uninterrupted, private working environment.
• And finally, every Pixel Health team member will be expected to assess their own strengths and weaknesses, pursue training and development opportunities, strive to continuously build knowledge and skills, and share that expertise with those around them Like any fast-paced environment, be prepared to react well under pressure, accept responsibility for your own actions, and always follow through on your commitments.

Benefits

• Competitive Salary
• Flexible Hours
• PTO
• Paid Health, Dental and Vision Insurance
• Matching 401k Plan
• Great team-oriented work environment

Salary

$24.00-$28.00 per hour