IT Service Desk Analyst
Ovation Healthcare
full-time
Posted on:
Location Type: Remote
Location: Tennessee • United States
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Tech Stack
About the role
- 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.
Requirements
- 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 standard 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, interpersonal skills.
- Ability to escalate and involve other resources as required to deliver/ support SLA’s, 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.
Benefits
- Evening and weekend off hour activities as required.
- Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
TCP/IPDNSWINSDHCPMS Active Directorynetwork cabling standardsremote access applicationsoffice automation productscomputer systemsmobile devices
Soft Skills
interpersonal skillsexceptional judgmentthinking skillshighly organizedresourcefulteam playerability to train othersprofessionalismconfidentialityrespect and tolerance
Certifications
Associate degree in Information Technology