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Enterprise Helpdesk Analyst
Majestic Care is looking for Enterprise Helpdesk Analyst to join our team's mission and believe in our core values! Our mission: Through the hearts of our Care Team Members, we provide excellent healthcare to those we serve.
Our Core Values...
L - Listening
E - Empathy
A - Accountability
D - Decisiveness
This is how we create a culture to LEAD with Love.
Position Overview:
The Enterprise Helpdesk Analyst plays a critical role in delivering advanced technical support to care team members across multiple locations. This position provides elevated Tier‑2 level troubleshooting, serves as an escalation resource for Technicians, and ensures timely, professional, and solutions‑focused service interactions. The Enterprise Helpdesk Analyst contributes to process improvement efforts, documentation quality, knowledge sharing, and workflow enhancements while maintaining a strong customer‑service orientation.
Core Support Responsibilities
Resolve complex technical issues involving hardware, software, connectivity, and system access.
Perform account and access management tasks, including onboarding, offboarding, and permission updates.
Maintain thorough documentation for all tickets, solutions, procedures, and updates.
Communicate clearly and professionally with care team members, ensuring a positive service‑desk experience.
Ensure compliance with IT processes, security standards, and escalation protocols.
Advanced & Collaborative Responsibilities
Serve as a point of escalation for Technicians, offering guidance on best practices and complex troubleshooting.
Analyze recurring issues and collaborate on workflow improvements that support service efficiency and user satisfaction.
Contribute subject‑matter expertise to knowledge bases, training resources, and team documentation.
Partner with IT teams to support continuous improvement efforts, system enhancements, and cross‑functional initiatives.
Support organizational technology needs with professionalism, urgency, and customer‑focused service delivery.
Education
High school diploma required
Associate degree in Information Technology or related field preferred.
License/Certification
CompTIA Network+, A+, or Microsoft 365 Certified Fundamentals/Administrator‑level certifications preferred.
Experience
2–5 years of service desk or technical support experience, or equivalent training/certification‑based experience.
Proficient troubleshooting skills in Windows OS, Microsoft 365, and remote access technologies.
Demonstrated success managing escalations, complex tickets, and high‑volume support workflows.
Strong verbal and written communication skills with a commitment to delivering a positive client experience.
Knowledge, Skills, and Abilities
Ability to independently resolve most technical issues without escalation.
Skilled in account management tasks including password resets, provisioning, and access troubleshooting.
Strong analytical and problem‑solving skills with attention to detail and follow‑through.
Excellent communication and interpersonal skills with a focus on empathy, professionalism, and clarity.
Ability to remain calm and supportive during challenging or time‑sensitive technical issues
Majestic Difference Benefits:
Yearly Pay Increase
Daily Pay
Company-Paid Life Insurance
Telehealth Services
Double Pay on Holiday
Care Team Member Relief Fund
Join the Majestic Care team where compassion meets excellence!
