AP/CP Analyst
Prominence Advisors
Service Desk Analyst I
CCS
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $21 - $31 per hour
Job Level
Junior
Tech Stack
ITSM
About the role
- Provide telephone-based end user technical support for office and remote personnel to ensure prompt service restoration of various systems and applications;
- Display superior customer service with every end user interaction, strong analytical and problem-solving skills resulting in first-time resolution
- Exemplify excellent organizational skills with the ability to multi-task and prioritize workload during peak volume times;
- Research problems and address inquiries utilizing knowledgebase and available resources to diagnose and resolve hardware, software and system issues within the guidelines of predefined SLAs;
- Partner with various Technology departments to determine best method of escalation and resolution (i.e. owning service request/incident end to end);
- Responsible for documenting and maintaining Standard Operating Procedures, training manuals, workflows, etc.;
- Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement;
- Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
- Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Company.
Requirements
- 0-2 years of experience in Technical Support / troubleshooting experience
- Proficiency with Microsoft Office Suite: Word, Excel, Visio and PowerPoint
- Experience with IT Service Management ticketing systems (Remedy preferred)
- Understanding of Active Directory / Group Policy
- Ability to work in a fast-paced environment
- Self-motivated with strong organizational / prioritization skills
- Excellent customer service, time management skills and results-oriented
- Proven ability to multi-task with attention to detail, work effectively under pressure and deadlines
- Experience with ITIL framework (ITIL Foundations v3 certification preferred)
- Bilingual is a plus, with the ability to speak/read/write conversational level Spanish
Benefits
- Competitive Salary and Benefits Package
- Performance-based incentives
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingActive DirectoryGroup PolicyITIL frameworkMicrosoft Office SuiteRemedyproblem-solvinganalytical skillsmulti-tasking
Soft skills
customer serviceorganizational skillsprioritizationtime managementattention to detailself-motivatedresults-orientedability to work under pressurecommunication skillsbilingual
Certifications
ITIL Foundations v3 certification
