Job Description

The IT Service Desk Analyst – Tier One will provide exceptional customer service and technical support to AbsoluteCare customers. They will be the first point of contact for users, and responsible for triaging issues through resolution and escalation.

Duties and Responsibilities

• Contact and effectively communicate with users by telephone, electronic communications, or in person.
• Provide technical support for customers assigned to remote locations as required.
• Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software.
• Analyze and assess customer service requests and provide prompt technical solutions.
• Typical duties include installing, maintaining, and administering desktop computer systems and associated peripherals including printers, monitors, switchboxes, business application software, and various operating systems.
• Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures.
• Prepare progress/status reports and submit to team leads as required.
• Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner.
• Identify and document areas for process improvements.
• Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations.
• Performs IT support duties and related problem-solving using desktop IT skills, demonstrating IT desktop experience, good judgement, and initiative.
• Skilled to work independently on technical assignments and projects, meeting deadlines.

Minimum Qualifications

• High School diploma.
• A four-year college degree in Computer Science or equivalent combination of education and experience is preferred.
• Minimum 2 years’ experience working in customer service or providing IT support.
• IT industry certifications preferred such as Microsoft, A+, ITIL, and VMware.
• Ability to multitask and prioritize tasks with an appropriate sense of urgency on the fly in a very busy medical environment.
• Detail oriented, organized, excellent verbal and written communication skills, and enthusiasm for helping people.
• Working knowledge and understanding of hardware and software applications applicable to AbsoluteCare such as Windows Operating Systems, Office 365, VPN, Active Directory, drive encryption, anti-virus software, remote access, Apple mobile devices, VoIP technology and networking.
• Passion for technology, demonstrated technical aptitude, and desire to embrace and learn new technology.
• Able to work independently with infrequent direction from management.
• A high-level of integrity and trust, able to pass stringent background screening.

Working conditions

This job operates in a professional office environment. This is considered an onsite position with limited opportunity to work remotely, however current circumstances result in more flexibility. This role routinely uses general office equipment.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Constantly operates computer, keyboard, copy and fax machine, phone, and other general office equipment.

• Ability to occasionally move objects up to 35 lbs
• Ability to travel to AbsoluteCare locations as needed.

Direct reports

None