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Form of workJob Description
Service Desk Tier 1 - Position Highlights
As the Service Desk Analyst, you will provide Tier 1 technical phone support and customer service for all internal end users and affiliated parties, including but not limited to internal administrative, clinical, and research teams. This position requires technical competency supporting multiple enterprise operating systems, hardware platforms, and software. The duties of the Service Desk Analyst 1 may extend beyond routine troubleshooting to include hardware/software installation, repair, relocation, maintenance, and support. As the Service Desk Analyst 1, you will also assist, as necessary, with P.C. builds, reviewing software needs, and processing other Information Technology ( "I.T. ") service requests.
Responsibilities
Resolves customer technical issues via phone or remote tools.
Processes user-generated I.T. service requests.
Assists in the creation of internal I.T. knowledge base reference material.
Ensures proper escalations and follow-through for critical situations.
Provides excellent customer service to end users.
Credentials and Experience
Minimum of 2-3 years of help desk support experience, preferably in a high-volume technical, customer service, or healthcare environment.
Verifiable experience with the following technologies: Windows O.S., MAC OS, hardware device imaging and deployment, enterprise ticketing software, client/server enterprise infrastructure, desktop applications, VOIP technology, general distributed hardware and peripherals, VPN / remote connectivity, remote user support.
Required
Excellent customer service skills.
Understanding of hardware and architecture.
Experience with healthcare applications.
Familiarity with industry best practices.
Ability to work independently.
Ability to work in a fast-paced environment.
Shift One - 7 am - 3 pm x 2 Technician
Shift Two - 3 pm to 11 pm x 1 Technician
Shift Three - 11 pm to 7 am x 1 Technician
Weekend Shift - One weekend a month on-call rotation.
As the Service Desk Analyst, you will provide Tier 1 technical phone support and customer service for all internal end users and affiliated parties, including but not limited to internal administrative, clinical, and research teams. This position requires technical competency supporting multiple enterprise operating systems, hardware platforms, and software. The duties of the Service Desk Analyst 1 may extend beyond routine troubleshooting to include hardware/software installation, repair, relocation, maintenance, and support. As the Service Desk Analyst 1, you will also assist, as necessary, with P.C. builds, reviewing software needs, and processing other Information Technology ( "I.T. ") service requests.
Responsibilities
Resolves customer technical issues via phone or remote tools.
Processes user-generated I.T. service requests.
Assists in the creation of internal I.T. knowledge base reference material.
Ensures proper escalations and follow-through for critical situations.
Provides excellent customer service to end users.
Credentials and Experience
Minimum of 2-3 years of help desk support experience, preferably in a high-volume technical, customer service, or healthcare environment.
Verifiable experience with the following technologies: Windows O.S., MAC OS, hardware device imaging and deployment, enterprise ticketing software, client/server enterprise infrastructure, desktop applications, VOIP technology, general distributed hardware and peripherals, VPN / remote connectivity, remote user support.
Required
Excellent customer service skills.
Understanding of hardware and architecture.
Experience with healthcare applications.
Familiarity with industry best practices.
Ability to work independently.
Ability to work in a fast-paced environment.
Shift One - 7 am - 3 pm x 2 Technician
Shift Two - 3 pm to 11 pm x 1 Technician
Shift Three - 11 pm to 7 am x 1 Technician
Weekend Shift - One weekend a month on-call rotation.
