Technical Support Analyst

2 weeks ago

Washington, Washington, D.C., United States ProSphere Full time

Overview

ProSphere is looking for a dedicated Help Desk Specialist to provide exceptional support to our clients in a dynamic environment.

Location: Remote

Clearance: Active Secret Clearance Required

Key Responsibilities

  • Oversee user account management, application support, ticketing systems, and asset tracking to ensure efficient and effective customer service.
  • Assist users with various clinical business software and operating systems.
  • Provide assistance to both in-office and remote users via the ticketing system, escalating issues to the appropriate teams as necessary.
  • Facilitate program-level Service Desk operations, including the evaluation, processing, and tracking of all Trouble Tickets across multiple tiers.
  • Review Trouble Tickets to ensure completeness and accuracy of information, coordinating with users to gather additional details when required.
  • Analyze and classify Trouble Tickets to prioritize issues for timely resolution.
  • Collaborate with external organizations to resolve technical issues effectively.
  • Conduct analysis and reporting on identified problem defects, processing Trouble Tickets based on their classification.
  • Provide comprehensive trend analysis and reporting on triaged and resolved issues.
  • Manage User Account provisioning and troubleshooting tasks.
  • Handle routine tasks independently while receiving general guidance on new assignments.
  • Work on moderately complex assignments requiring problem-solving skills and sound judgment.
  • Follow established practices and procedures for data analysis and problem resolution.
  • Maintain documentation for IT procedures, processes, maintenance logs, and equipment databases.

Minimum Qualifications

  • Bachelor's Degree in Computer Science, Electronics Engineering, or a related technical field is preferred.
  • At least 4 years of prior experience in a Help Desk role.
  • Duty hours: Standard business hours with potential shift work to support 24/7 operations.
  • Familiarity with ServiceNow ticketing system.
  • Knowledge of workstation administration and imaging processes.
  • Basic experience in network support, including account management in an Active Directory environment.
  • Ability to thrive in high-pressure situations, both individually and in team settings.
  • Exceptional interpersonal and communication skills, both written and verbal.
  • Proven ability to exceed expectations and work collaboratively with minimal supervision.
  • Strong analytical and problem-solving capabilities.
  • Excellent organizational and time management skills.
  • Flexibility in work hours is essential.
  • Proficient in computer technology and Microsoft Office Suite.
  • Ability to convey complex information in an understandable manner.

Clearance Requirement: Secret

Company Benefits

ProSphere offers a competitive benefits package for full-time employees, including paid leave, employer-sponsored medical, dental, and vision insurance, as well as short-term and long-term disability coverage. Additional benefits include life insurance, legal services, identity theft protection, and accident insurance. Flexible spending accounts and health savings accounts are available for pre-tax savings on qualified medical expenses. Our 401(k) retirement plan includes employer matching contributions that are immediately vested. We are committed to the professional development of our employees through training, certifications, and tuition reimbursement programs.

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