Service Desk Analyst (Hybrid)

About the Role

Parasol Alliance is a technology solutions company exclusively serving the senior living industry. We provide leadership and comprehensive in-house technology support to help our clients make smart strategic technology investments and effectively use technology to achieve their business objectives. As a Service Desk Analyst, you will provide exemplary service from start to finish of any customer interaction by following best practices and procedures, acting as a leader in technology support.

Responsibilities

• Level 1 support for all client tickets.
• Level 2 support when possible by ability.
• Onsite support of hardware and software.
• Vendor contact as required to resolve tickets.
• Ticket resolution as per the client service level agreement.
• Detailed documentation within service tickets on issue steps and resolution.
• Excellent customer service on the phone, via email, and in person.
• Follow company processes and procedures.
• Onsite schedule is 4 days every other week with one location as primary and travel to 5 other locations as needed based on tickets and schedule.

Requirements

• Healthcare experience preferred; long-term healthcare support experience is a plus.
• At least three years of level one support in an enterprise environment is required.
• Comfortable with multiple enterprise systems such as Active Directory, Microsoft Office Suite, Windows Operating Systems, file shares, printers and copiers, phone systems, Exchange, basic network and systems administration, and desktop hardware support.
• Excellent communication and customer service skills are required.
• The position is largely self-motivated and self-structured; the right candidate will be driven to be challenged and to succeed.
• Additional requirements include background check, substance screening, TB test, and vaccinations (or masking in lieu of vaccinations).

Benefits

• Cell phone/internet reimbursement
• Medical, dental, vision, and 401K
• Responsible paid time off
• Certification reimbursement

About the Company

We are an IT company that believes technology support should be directly related to business success. Our mission is to bring strategy, innovation, and accountability to our clients' use of technology, enabling them to maximize profitability, growth, and success. We intertwine the knowledge economy with technology to transform and interconnect our expertise with your company to expand decision-making capabilities and ensure productivity and cost-effectiveness.

Our values include expertise, collaboration, empathy, and integrity. We are a virtual company that offers work from home, responsible time off, and bonus opportunities. We are looking for team members who take ownership and pride in their work and provide input and guidance for our clients.