Service Desk Analyst

Service Desk Analyst

Responsibilities

• Resolve incoming end-user IT-related issues for remote partner offices and onsite users.
• Prioritize the resolution of IT concerns and escalate issues to relevant stakeholders.
• Perform system installations, updates, and maintenance for practice management systems.
• Collaborate with vendors to resolve remote partner office issues.
• Document processes and maintain service desk records.
• Actively participate in staff meetings to recommend optimizations for IT performance and prevent future problems.
• Collaborate with internal departments to ensure IT needs are met.

Requirements

• CompTIA A+ and Net+ certifications or at least 3 years of experience in IT performance analysis and end-user support in the health industry.
• Experience operating at Tier 2 or higher within a service desk or technical support environment.
• Ability to lift up to 75 lbs. and assist with equipment setup and relocation when necessary.
• Proficiency in customer relationship management (CRM) and task management software.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.
• MacOS experience or certification is highly preferred, particularly for supporting end users who rely on Apple products and services.
• Dental support experience is a plus, as familiarity with dental practice management systems and technologies will be beneficial when supporting our teams.

Benefits

• Medical/dental/vision/life insurance
• Long- and short-term disability
• PTO
• Paid holidays
• Traditional and Roth 401(k) options