Service Desk Support Specialist

3 weeks ago

Atlanta, Georgia, United States ExamWorks Full time
Job Title: Service Desk Analyst

At ExamWorks, we are seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our internal customers.

Key Responsibilities:
  • Respond to requests for help from customers in a timely and professional manner.
  • Troubleshoot and resolve technical issues effectively and efficiently.
  • Prioritize, evaluate, and resolve calls as required.
  • Provide detailed and timely follow-up support to customers.
  • Submit accurate and well-documented solutions for inclusion in the knowledge base.
  • Record every interaction with a customer into the service management system.
  • Instruct customers in the use of hardware, software, and manuals.
  • Configure and distribute hardware and software to customers in a timely manner.
  • Install hardware and peripheral components on customers' machines.
  • Configure and troubleshoot network hardware and communication equipment.
  • Interact with Active Directory for Moves, Adds, and Changes.
  • Configure and maintain VDI pools and troubleshoot issues with VDI.
  • Enter commands and observe system functions to verify correct system operation.
  • Recommend or perform minor remedial actions to correct problems identified.
  • Provide updates, status, and completion information to the Service Desk Manager.
  • Monitor new technologies and updates required to support our systems.
  • Self-assign and monitor progress of work, reporting progress to the Service Desk Manager.
  • Be on call for after-hours coverage as listed on a rotation schedule or as needed.
  • Maintain medical confidentiality.
  • Perform miscellaneous duties as assigned by management.
Qualifications:
  • Ability to follow instructions and respond to management's directions accurately.
  • Proven skills in advanced computer troubleshooting, analysis, critical thinking, and problem-solving skills.
  • Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
  • Demonstrated skills in accuracy and thoroughness, paying close attention to detail.
  • Ability to learn multiple programs and systems.
  • Demonstrated effective communication skills by conveying necessary information accurately, listening effectively, and asking questions where clarification is needed.
  • Ability to prioritize work activities and use time efficiently.
  • Proven commitment to maintaining medical confidentiality.
  • Demonstrated team behavior and willingness to promote a team-oriented environment.
  • Ability to maintain focus and concentrate in close quarters with normal distractions and without distracting others.
  • Ability to manage change, delays, or unexpected events and work in an environment with constant change.
  • Demonstrated reliability by arriving to work on time and abiding by the attendance policy.
  • Willingness to be on call for after-hours coverage as listed on a rotation schedule or as needed.
  • Ability to abide by all company policies and guidelines.

ExamWorks is a leading provider of innovative healthcare services, including independent medical examinations, peer reviews, bill reviews, Medicare compliance, case management, record retrieval, document management, and related services. Our clients include property and casualty insurance carriers, law firms, third-party claim administrators, and government agencies that use independent services to confirm the veracity of claims by sick or injured individuals under automotive, disability, liability, and workers' compensation insurance coverages.

ExamWorks, LLC is an Equal Opportunity Employer and affords equal opportunity to all qualified applicants for all positions without regard to protected veteran status, qualified individuals with disabilities, and all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or any other status protected under local, state, or federal laws.

ExamWorks offers a fast-paced team atmosphere with competitive benefits (medical, vision, dental), paid time off, and 401k.

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