Service Desk Analyst II
Responsibilities
The Service Desk Analyst II provides technical telephone support to providers and family members regarding the portal and CYBER application. The Service Desk Analyst, acting as a second tier level of support, are responsible for receiving calls and processing emails related to the MIS system. Incoming calls and emails are logged into the Track-It! system. The Service Desk Analysts are responsible for documenting, in detail, all service requests from MIS users including the call description, course of action taken to investigate the problem, and the final problem resolution. The function is typically performed during normal business hours, but will require “off-hours” support.
Education/Experience
- Associate’s Degree. 2-year technical degree preferred or proven success as a Service Desk Analyst.
- Outstanding customer service skills.
- Knowledge of MS Office suite.
- Knowledge of Active Directory - password resets.
- Knowledge of remote desktop.
Benefits
- Comprehensive Benefits Package
- Flexible work solutions including remote options, hybrid work schedules
- Competitive pay
- Paid time off including holidays and volunteer events
- Health insurance coverage for you and your dependents on Day 1
- 401(k)
- Tuition reimbursement
Schedule
Monday-Friday 9:30am-6:00pm With rotating on-call coverage
Pay
The targeted hiring range for this role is expected to be between $24.04 and $32.74.