Expert Customer Support Specialist

2 days ago


Fargo, North Dakota, United States Arkos Health Full time

Job Title: Help Desk Analyst

Job Summary:

We are seeking a skilled Help Desk Analyst to join our team at Arkos Health. The successful candidate will be responsible for providing exceptional customer support to our employees and clients via phone, email, or chat. They will troubleshoot and resolve computer, application, system, access, or performance issues, and develop and optimize processes to achieve service level requirements and performance goals.

Responsibilities:

  • Record end-user requests in the Incident Tracking System Freshservice
  • Provide Level 1 support services for end-user requests, including troubleshooting activities and advocacy for the end-user
  • Escalate end-user requests to the appropriate support group as necessary
  • Monitor system-wide issues and Cart statuses, working with Arkos IT Managers and Director to provide timely notification of problem occurrences, updates, and resolutions
  • Maintain a working knowledge of computer technology, network systems, standard software, Arkos 360, telemedicine carts, and technologies
  • Act as a resource of technical information to the end-user community
  • Monitor the Arkos call queues to ensure timely retrieval of end-user requests
  • Assist the IT Director and IT Managers with day-to-day operations within the Help Desk and customer support
  • Apply process improvement to increase product and service quality to achieve business objectives

Requirements:

  • Bachelor's degree in business administration, computer information systems, or a related field
  • At least 1 year of related experience
  • Proficient in Office 365 management and application usage
  • Proficient in Azure Active Directory navigation, function, and management
  • Experience with and understanding of cloud infrastructure, specifically SharePoint
  • Demonstrate a thorough understanding of the fundamental tools and concepts of one of the information technology professional disciplines and apply that understanding to make independent practical contributions to IT work within a particular Arkos department or function
  • Highly motivated to apply process improvement and increase product and service quality to achieve business objectives

Benefits:

  • Employer-paid medical premiums at no cost to you
  • Employer-paid dental premiums at no cost to you
  • Employer-paid vision premiums at no cost to you
  • Employer-paid short-term disability premiums at no cost to you
  • Employer-paid life insurance premiums at no cost to you
  • Employer matching 401(k)
  • 15 days of annual combined sick/vacation and 9 days of holiday during your first year
  • Your birthday off

EEO Statement:

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.



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