Job title: IT Service Desk Analyst
Company: Innovacare Health
Job description: InnovaCare Management Services Company, LLCJob SummaryAs an IT Service Desk Analyst, you’ll play a crucial role in assisting users with technical issues, ensuring smooth operations, and maintaining a positive user experience. Here are the key responsibilities and qualifications.Responsibilities:1. User Assistance and Issue Resolution:
- Address user inquiries via phone and/or email, troubleshoot issues related to hardware and software.
- Advise users on troubleshooting methods, steps, and preventive actions.
- Document incidents using Service Desk systems or tools.
- Escalate complex problems to appropriate teams for resolution.
- Assist with software installations and device setups.
2. Service Level Standards:
- Provide exceptional customer service.
- Meet service level standards for response time and quality.
- Prioritize incidents and service requests following established processes.
3. Technical Skills:
- Install, troubleshoot, and repair computer systems, hardware, software, and peripherals.
- Utilize remote tools for efficient support resolution.
- Familiar with Azure, Active Directory, and Intune.
- Familiar with networking principles and protocols for troubleshooting of network issues.
4. Communication and Collaboration:
- Consult with customers on IT products and services.
- Share customer feedback and suggestions with team members and management.
- Collaborate with colleagues to resolve customer issues.
- Actively participate in department meetings.
5. Qualifications:
- Relevant degrees such as Bachelor’s or Associate Degree in Computer Science, Technical, Computer, Information Technology, or related fields.
- Must have minimum three years of tech support experience.
- Must have excellent verbal and written communication.
- Organizational and multitasking abilities.
- Must have logical thinking and ability to apply past knowledge to new problems.
- Strong computer literacy and adaptability to various operating systems.
- Must be Self-motivated and goal oriented.
- Ability to establish positive relationships with colleagues.
6. Work Environment:
- Thrive in a fast-paced environment where proactive follow-up is essential
Minimum Required Education, Experience & SkillsBachelor’s Degree in Computer Science plus three years of tech support experience.A+ and Net+ Certification or equivalent required.Advanced computer literacy skills.Ability to adapt to a range of operating systems.Verbal communications, listening and phone skills.Organizational and multi-tasking skills.Think logically and improvise to apply past knowledge and situations to new problems or symptoms.Self-motivated with the ability to stay focused and meet goals, while proactively following up where store staff may not.Establish a good relationship with other agents; working together and sharing knowledge is by far one of our department’s most valuable strengths.Work in fast-paced environment.Physical & Mental Requirements: (check all that apply)☐ Required immunizations and vaccinations.☐ Ability to lift upwards of 50 pounds.☐ Ability to push or pull heavy objects using up to 100 pounds of force.☐ Ability to stand or sit for extended periods of time.☐ Ability to use fine motor skills to operate equipment and/or machinery.☐ Ability to receive and comprehend instructions verbally and/or in writing.☐ Ability to use logical reasoning for simple and complex problem solving.The information listed above is not comprehensive of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.
Expected salary:
Location: USA
Job date: Thu, 19 Sep 2024 07:38:06 GMT
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