IT Service Desk Analyst

5 months ago

Wellington, United States InnovaCare Health Full time

InnovaCare Management Services Company, LLC

Job Summary

As an IT Service Desk Analyst, you'll play a crucial role in assisting users with technical issues, ensuring smooth operations, and maintaining a positive user experience. Here are the key responsibilities and qualifications.

Responsibilities:

1. User Assistance and Issue Resolution:

  • Address user inquiries via phone and/or email, troubleshoot issues related to hardware and software.
  • Advise users on troubleshooting methods, steps, and preventive actions.
  • Document incidents using Service Desk systems or tools.
  • Escalate complex problems to appropriate teams for resolution.
  • Assist with software installations and device setups.
2. Service Level Standards:
  • Provide exceptional customer service.
  • Meet service level standards for response time and quality.
  • Prioritize incidents and service requests following established processes.
3. Technical Skills:
  • Install, troubleshoot, and repair computer systems, hardware, software, and peripherals.
  • Utilize remote tools for efficient support resolution.
  • Familiar with Azure, Active Directory, and Intune.
  • Familiar with networking principles and protocols for troubleshooting of network issues.
4. Communication and Collaboration:
  • Consult with customers on IT products and services.
  • Share customer feedback and suggestions with team members and management.
  • Collaborate with colleagues to resolve customer issues.
  • Actively participate in department meetings.
5. Qualifications:
  • Relevant degrees such as Bachelor's or Associate Degree in Computer Science, Technical, Computer, Information Technology, or related fields.
  • Must have minimum three years of tech support experience.
  • Must have excellent verbal and written communication.
  • Organizational and multitasking abilities.
  • Must have logical thinking and ability to apply past knowledge to new problems.
  • Strong computer literacy and adaptability to various operating systems.
  • Must be Self-motivated and goal oriented.
  • Ability to establish positive relationships with colleagues.
6. Work Environment:
  • Thrive in a fast-paced environment where proactive follow-up is essential
Minimum Required Education, Experience & Skills
  • Bachelor's Degree in Computer Science plus three years of tech support experience.
  • A+ and Net+ Certification or equivalent required.
  • Advanced computer literacy skills.
  • Ability to adapt to a range of operating systems.
  • Verbal communications, listening and phone skills.
  • Organizational and multi-tasking skills.
  • Think logically and improvise to apply past knowledge and situations to new problems or symptoms.
  • Self-motivated with the ability to stay focused and meet goals, while proactively following up where store staff may not.
  • Establish a good relationship with other agents; working together and sharing knowledge is by far one of our department's most valuable strengths.
  • Work in fast-paced environment.


Physical & Mental Requirements: (check all that apply)

☐ Required immunizations and vaccinations.

☐ Ability to lift upwards of 50 pounds.

☐ Ability to push or pull heavy objects using up to 100 pounds of force.

☐ Ability to stand or sit for extended periods of time.

☐ Ability to use fine motor skills to operate equipment and/or machinery.

☐ Ability to receive and comprehend instructions verbally and/or in writing.

☐ Ability to use logical reasoning for simple and complex problem solving.

The information listed above is not comprehensive of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

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