The Service Desk Analyst is the first level of the support chain and serves as a single point of contact for our end healthcare customers. The Service Desk is directly involved in recording, troubleshooting, resolving or dispatching incident tickets as well as completing tasks and requests. Service Desk technicians also provide first level assistance for CCM software, along with major incident support.
Pay Range: $18- $22hr
Primary Responsibilities:
- Provides support via phone, e-mail and chat to employees of AssureCare clients.
- Proficient with, and provides support for, MedCompass (CCM)
- Handles 40-50 issues per day efficiently and appropriately.
- Maintains regular and punctual attendance.
- Maintains One Note, adding additional information/troubleshooting steps.
- Effectively manages all created tickets in various ticket states.
- Follows proper follow-up procedures for Created tickets.
- Proficient with Ring Central, including it’s Meeting functions.
- Conducts self in a manner that is consistent with client service expectations.
- Perform other duties as assigned.
Skills / Qualifications:
- Preferred prior NOC, service desk, or helpdesk support experience
- Preferred 2 year degree, or technical training (technical school or military)
- CompTIA certifications
- Help Desk Institute (HDI) certifications
- Information Technology Infrastructure Library (ITIL) Foundations v3 or v4
- Self-starter with excellent organizational, administrative and interpersonal skills
- Ability to follow through with tasks, projects, and troubleshooting with minimal supervision
- Excellent oral, written, technical, and business communication skills.
- Ability to multi-task and work in fast paced environment.
- Knowledge of various PC hardware and software applications including:
- Operating Systems: Windows 10, MacOS
- User creations/terminations (tasks/requests)
- SaaS support – application support (as needed by customer)
- Service Now or other ticketing systems
- Word, Excel, PowerPoint, Office365, Outlook, etc.
- Internet Service Provider (ISP), Cable Modem, and Internet Support.
- Mobile Device Support – Android or iOS
- Experience navigating a knowledgebase
- Must maintain a professional image, attitude, and demeanor
- Strong customer service orientation
- Must demonstrate ability to work with others and promote a harmonious working relationship in the Call Center, with other Departments, field personnel, and clients
- Ensure all necessary operational processes and procedures are carried out with a high level of attention to detail, expediency, and on-time delivery
- Assist in the creation and maintenance of support documentation including, work instructions/processes/procedures
- Be ethical, fair, and of high integrity
- Excellent punctuality and attendance
- Able to lift devices weighing over 50 lbs
AssureCare® is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and internship. AssureCare® makes hiring decisions based solely on qualifications, merit, and business needs at the time. Furthermore, the Company will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship
