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.
Requirements
- 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.
Qualifications
- Knowledge of SMS.
Skills
- Technical support skills.
- Customer service skills.
- Problem-solving skills.
- MS Office Suite proficiency.
- Active Directory knowledge.
- Remote desktop knowledge.
- SMS knowledge.
Benefits
- AmeriHealth Caritas associates are eligible to participate in our annual incentive program.
- We provide a comprehensive benefits package, including medical, vision, dental, life insurance, disability insurance, 401(k), paid time off, and more.
Pay
The range displayed in this job posting reflects the minimum and maximum for new hire salaries for the position in the Robbinsville, NJ area. Within the range, individual pay is determined by additional factors, including, without limitation, job-related skills, experience, and relevant education, certifications, or training.
Schedule
Monday-Friday 9:30am-6:00pm with rotating on-call coverage.