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Technical Support Analyst

2 months ago

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

Position Overview

ProSphere is looking for a dedicated Help Desk Specialist to provide exceptional support for our clients. This role is essential in ensuring smooth operations and effective communication with users.

Location: Remote

Security Clearance: Active Secret Clearance Required

Key Responsibilities

  • Oversee user account management, application support, and asset tracking while ensuring prompt and accurate customer service.
  • Assist users with various clinical business software and operating systems.
  • Deliver support to both in-office and remote users through a 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, collaborating with users to gather additional information when needed.
  • Analyze and classify Trouble Tickets to prioritize issues for timely resolution.
  • Engage with external organizations to resolve 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 sound judgment to resolve problems and make recommendations.
  • Follow established practices and procedures to analyze situations or data for straightforward answers.
  • Maintain documentation for health 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.
  • A minimum of 4 years of experience in a Help Desk role.
  • Work Hours: Standard hours with potential shift changes to support 24/7 operations.
  • Experience with ServiceNow ticketing system is required.
  • Knowledge of workstation administration and imaging processes.
  • Basic network support experience, including account administration in an Active Directory environment.
  • Ability to thrive in high-pressure environments, both individually and as part of a team.
  • Exceptional interpersonal, oral, and written communication skills.
  • Proven ability to exceed expectations and work effectively with minimal supervision.
  • Strong analytical and problem-solving capabilities.
  • Excellent planning and time management skills.
  • Flexibility in working hours is essential.
  • Proficiency in computer technology and Microsoft Office applications.
  • Ability to communicate complex information in an understandable manner.

Security Clearance: Secret

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. We also provide flexible spending and health savings account options for pre-tax savings on qualified expenses. Our 401(k) retirement plan includes an employer contribution match that is immediately vested. We are committed to the professional development of our employees through various training programs, certifications, and tuition reimbursement opportunities.