[Hiring] Service Desk Analyst @Ovation Healthcare

Role Description

The Service Desk Analyst I is responsible for providing fast and useful technical assistance on computer systems and other devices necessary for clients to perform their job duties. This role involves answering queries on basic technical issues and working to resolve them. The Service Desk Analyst I must have good technical knowledge and be able to communicate effectively to understand problems and explain solutions. They must also be customer-oriented and patient to deal with difficult customers.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Maintain skills by attending related training and performing research.
• Identify and suggest possible improvements on procedures.
• Evening and weekend off hour activities as required.
• Comply with organizational policies, procedures, performance improvement initiatives, and maintain organizational and industry policies regarding confidentiality.
• Communicate clearly and effectively to persons receiving services and their family members, guests, and other members of the healthcare team.
• Develop constructive and cooperative working relationships with others and maintain them over time.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Experience in implementation and/or use of ITIL and ITSM concepts.
• Other IT support or IT administrative tasks as needed.

Qualifications

• Associate degree in Information Technology or equivalent work experience.
• Knowledge of TCP/IP, DNS, WINS, and DHCP.
• Knowledge of MS Active Directory.
• Knowledge of network cabling standards and network room build-outs.
• Tech savvy with working knowledge of office automation products, databases, and remote access applications.
• Good understanding of computer systems, mobile devices, and other tech products.
• Exceptional judgment, thinking skills, and interpersonal skills.
• Ability to escalate and involve other resources as required to deliver/support SLAs, business requirements.
• Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.
• Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills.
• Exceptional ability to work as a team player.
• Ability to train, explain, and impart knowledge to others.
• Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality.
• Capable of working within established policies, procedures, and practices prescribed by the organization.
• English sufficient to provide and receive instructions/directions.

Requirements

• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
• Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Written Communication: Able to read and interpret written information.
• Teamwork: Contributes to building a positive team spirit.
• Judgment: Displays willingness to make decisions; exhibits sound and accurate judgment.
• Attendance/Punctuality: Is consistently at work and on time.
• Dependability: Ability to work independently with some guidance from supervisor/manager; takes responsibility for own actions; keeps commitments; ability to effectively prioritize work.

Working Conditions and Physical Requirements

• This is a remote position.
• Reliable high-speed internet connection is required for all remote/hybrid positions.
• Must have access to stable Wi-Fi with sufficient bandwidth to support video conferencing, cloud-based tools, and other online work-related activities.
• Collaboration in virtual settings and participation in team meetings.
• Ability to sit for extended periods at a desk and work on a computer.
• A HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi-Fi unless connected through a secure company-provided VPN, and compliance with all applicable HIPAA privacy and security regulations.

Benefits

• The base compensation range for this position is: $45,684.00 - $63,957.60.
• Compensation ranges could be hourly or salary depending upon the exempt status of the posted position.
• Beginning compensation is determined based on objective factors such as location, qualifications, skills, certifications, and experience.
• Typically, a candidate is hired in the lower to midpoint of the range; the top end of the range is reserved for candidates with extensive specialized experience and mastery within the role.
• Compensation may increase over time based on performance, experience, and tenure.
• Comprehensive health and wellness benefits such as medical, dental, vision, life insurance, short and long-term disability coverage.
• HSA with employer contributions, flexible spending accounts for health care, and dependent care accounts.
• Wellness platform with premium incentives.
• Employee assistance support and additional voluntary supplemental plans including accident, critical illness, hospital indemnity, and child disability insurance.
• Robust and flexible paid time off offerings and company paid holidays.
• 401(k) plan with discretionary employer match opportunities.
• Professional development opportunities.
• Company issued equipment.