IT Help Desk Analyst

HTC Global Service.INC
Troy, MI
30+ days ago

Job Description

We are currently looking for Service Desk Analyst. We will consider relocation for candidates with exceptional skills.

Responsibilities:

Receive incoming calls from Client Community and provide first level support; document each call verifying customer information and including all troubleshooting steps
Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/group
Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
Routinely contribute to the Knowledge Base
Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
Participate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed
Knowledge, Skills, and Abilities (KSAs):

Knowledge of Citrix and VPN
Basic typing skills
Strong listening, verbal, and written communication skills
A strong sense of urgency and the ability to multi-task effectively with attention to details
Well-developed organizational, communications and time management skills
A strong business maturity and professionalism is essential
Ability to troubleshoot, analyze and resolve customer concerns
High technical aptitude and strong PC literacy skills including function and capabilities
Ability to work independently as well as part of a team and function well under pressure

Education and Experience:

High School diploma (Associates Degree in CS/IT Preferred) or equivalent required and 0 to 1 years in a service desk environment
Previous experience working within a major clinical EMR application (Epic, Cerner, Allscripts, etc) is preferred
HDI Support Center Analyst Certification will be required of you to complete within a year of your transition/hire date

Job Type: Full-time

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Retirement plan

Schedule:

  • 8 hour shift

Education:

  • High school or equivalent (Preferred)

Work Location:

  • One location

Work Remotely:

  • No

Work Location: One location

Source

https://www.indeed.com/jobs

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